Explore the Media Hub
Here you will find various media including: Purple Pages, Blog posts, podcasts and webinars on the hottest topics in the industry at the moment.

Are you ready for a regulatory visit?
Following on from the Webinar, Adrian Harvey, CEO of Elephants don't forget, gains further insight on how regulated firms need to

SM&CR, Culture and technology
Adrian Harvey, CEO of Elephants Don't Forget, discusses with former Head of Compliance and co-founder of the UK Finance

50 shades of bias
Adrian Harvey, CEO of Elephants don't Forget sat down with Dr. Roger Miles, co-founder of The UK Finance Conduct

Vulnerability
In this podcast, Adrian Harvey, CEO of elephants don’t forget discusses with Caroline Wells - a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances

Thinking outside the (tick) box
In this podcast, Adrian Harvey, CEO of Elephants Don’t Forget, discusses with Professor of Applied Science of Reading University

Employee risk, quantification and mitigation
In this podcast, Adrian Harvey, CEO, Elephants don't forget and Grant Kennedy, Director, KRisk discuss how new data-driven

How Covid is transforming complaint handling
In this podcast, Adrian Harvey, CEO, Elephants don’t forget and Anthony Eghan, Worksmart discuss together with Caroline

SM&CR, How to get reported, investigated and fined
After our most popular webinar to date on ‘How to get reported, fined and investigated by the FCA in 2020’, webinar panelists Adrian Harvey

Covid proves to SM&CR litmus test
In this podcast, Julie Pardy, Director Worksmart & Adrian Harvey, CEO of Elephants don't forget discuss why firms now

L&D your biggest challenge is yet to come
In this podcast Adrian Harvey, CEO of Elephants don't forget, Nick Bate Co-Founder of Blue Eskimo and Melanie Lepine

SM&CR – Keeping CEO’s Awake At Night
Taking their cue from the banks regarding employee T&C appears to have backfired on many firms who will be regulated

Using Technology To Improve Compliance
I read an interesting article on FT Advisor recently that socialised the idea that technology could be used to help with regulatory compliance.

Training For Competitive Advantage
Those of you who have read other blog postings and articles I have authored will probably know my views on how many firms

Challenging And Removing The Bias In Your Firm
In yesterdays’ 50 Shades of Bias webinar, I discussed with Behavioural expert Dr Roger Miles how the behaviour bias of individuals, teams

Vulnerable Customers: Are You Really Doing Enough?
In October’s Nelly webinar, Dr Roger Miles introduced us to the dangers of confirmation bias that often leads individuals

Nelly Blog – Thinking Outside The Tick Box
It may be a brand-new year and a new decade, but the same old problem remains for regulated firms still struggling

Global Compliance Enforcement During C-19
It probably wouldn’t surprise many readers to learn that regulatory enforcement activity has fallen materially during the

Conduct Risk & Commission Payments – Are The Two Fundamentally Incompatible?
I am inevitably interested in how firms in the FinServ sector will satisfy the Regulator that they are operating in the

Working From Home Governance – What Governance?
The goal of the FCA is to ensure honest and fair markets for individuals, businesses, and the economy as a whole. The Authority does this by protecting consumers, protecting the financial markets, and promoting competition

Women in Tech Employer Awards 2020
We are delighted to announce what we have been shortlisted for the “Best Employer for Flexible Working” award at the upcoming Women in Tech Awards 2020!

Fintech Times: When it Comes to Training and the Financial Sector – Is Work From Home Actually Working?
Many, perhaps most people, love the idea of a future of working from home (WFH), especially if they have space and facilities. But amid all the euphoria and social media hype, some are asking the question, at what costs to the employer, the customer, and the integrity of the sector?

Faster Horses
Most of the AI that captures the headlines is designed for process improvement, which means in some way, shape, or form doing the work of a human, just better.

Fintech Times: Cyber Security: Why Employee Behaviour Still Poses the Biggest Risk to Your Firm
Is the annual e-learning refresher training – doubtless supplemented with ad hoc simulation training – enough to ensure your employees really are cyber secure?

FCA Gets Tough on Slack Governance
It appears that the FCA is getting the message and is righty questioning what additional steps firms are taking to ensure governance standards are at least as robust now in a WFH environment as they were before C19 hit.

The HR Director: How will the pandemic experience shape the future of L&D?
Is L&D simply being viewed as a ‘make do and mend’ function right now by some firms, and are the remote digital learning innovations now being offered to employees making a positive difference at all?

Employer warning: ‘Jigglers’ are out there and it kinda serves you right
I was researching a new Purple Paper on governance standards during Covid-19 when Ryan, our Head of Marketing, sent me a link to a “Port Mouse Jiggler”. Now I must confess I thought the young man may have inadvertently sent me a link to some adult entertainment site!

Fintech Times: Elephants Don’t Forget on Gamification: Child’s Play or Serious Stuff?
In this article, artificial intelligence providers Elephants Don’t Forget analyse the use of gamification in the workplace, and whether its a win-win situation for every employee

Training Journal: Gauging the sentiment of L&D professionals in response to Covid-19
Whilst L&D professionals continue to play a leading role in supporting thousands of tenured and new recruits to meet the demands of remote working during Covid-19, maintaining and improving competency is a completely different proposition.

Fintech Times: SM&CR: The New Reality of Compliance While Working From Home
The FCA makes it clear that as the working environment changes, your firm’s approach to effective T&C delivery should follow suit.

Spy in your bedroom
Is it right that because employees are WFH, either through choice or through necessity and Government edict, that they are subject to levels of scrutiny greater than when they work in the office?

Podcast: Employees First, Customers Second: Turning your approach to Training & Competency upside down in 2021
In our latest podcast, we look at the role effective Training & Competence plays for financial services firms in 2021, focusing on change management, consumer expectations, and evaluating employee performance.

Mind the knowledge gap: the FCA issues its guidance on handling vulnerability
The Financial Conduct Authority (FCA) recognises that employee knowledge plays a primary role in the positive or negative resolution for vulnerable consumers, and they are issuing a call-to-arms for firms to take positive action: are you heeding the call?

Fintech Times: Elephants Don’t Forget: Mind the Knowledge Gap in Training and Competence
Covid-19 has turned the FinServ world upside down and – as a result – governance is almost certainly weaker in many firms than pre-Covid. You would expect firms to be paying closer attention to Training & Competence (T&C) to strengthen compliance. However, it would appear the reality may well be rather different.

T-C News: Does the current market default methodology of employee T&C truly satisfy the changes required by the SM&CR
Whilst the SM&CR has applied to most solo-regulated firms since December 2019 – with many firms asserting that they are taking the necessary steps to embed it – can questions be raised about the default methodology of T&C delivery and whether it truly satisfies the regime change?

Culture: the new corporate battlefield
Have you recently noticed an increase in job roles with the word “culture” in them? One of my LinkedIn contacts landed a role as Head of People & Culture and it got me thinking: what is driving this increased interest in companies’ “culture”?

Culture: what drives it and the role of L&D?
Who believes that subjecting employees to mindless one-size-fits-all, annual, tick-box compliance training is going to achieve anything positive in terms of cultural change? It isn’t.

The HR Director: Effective employee competency management is now more business critical than ever
The average employee competency level of tenured employees stood at just 52% pre-pandemic. Are firms taking employee competency seriously enough?

Fintech Times: Inadequate Employee Competency Management for Insurers: Why It Is Not Worth The Risk
With insurers and financial enterprises facing increasing compliance and corporate risks due to Covid-19, employee competency management needs to be a primary area of focus.

Talent show: why improving the competency levels of your employees can increase productivity and employee satisfaction
Are you concerned about employee in-role development and the impact that satisfaction levels are having on your productivity?

HR Director: The future of employee capability
Based on four Covid-19 studies, we take a retrospective timeline look at how organisations coped with the enforced changes to maintaining and assessing employee competency, and pose the question: are firms really learning what attaining and assessing true competency means?

HR Director: What can organisations learn from their Covid-19 competency management?
What can HR & L&D professionals learn from their efforts during the pandemic so far, and what could this mean for a returning workforce?

When it comes to Training & Competence (T&C), is the ‘Tone from the Top’ aligned with the ‘Tone from Within’ in your firm?
New research has found that 64% of senior management individuals within the financial services sector feel they would be ‘fairly or completely’ confident in evidencing competency of their employees to the Financial Conduct Authority (FCA) in the event of a regulatory audit, but is there a potential problem?

Proud to be an ISO 27001 accredited organisation
Our ISO 27001 accreditation provides your business with a tangible endorsement that we adhere to a recognised worldwide framework of information security standards.

Fintech Times: How Can Employee-Centric AI Support Financial Firms To Meet Their Future Expectations?
Most financial organisations are by now aware of the financial benefits of deploying Artificial Intelligence (AI) to improve process efficiency and reduce fraud; but are they aware of the benefits it can have on their employees and governance practices too?

HR News: A pragmatic approach to employee compliance: shifting from reactive to proactive
If compliance is required to support wider cultural and operational changes without the necessary financial investment to overcome the barrier of change, where do they pragmatically start?

Culture Measurement: Help is Here – Session Review
How can regulated financial firms measure culture? In this webinar session review, we examine some of the key learning outcomes from our Culture Measurement webinar, and look at why a continual assessment methodology is crucial to generating meaningful positive indicators of culture change.

Why Financial Firms Need a Continual Assessment Methodology to Measure Organisational Culture
We examine why it is difficult for financial firms to make cultural improvements if their people-based monitoring provisions are not supported by regular assessments.

HR Director: HR, culture, and the need for EVPs
We examine how default employee training and engagement methodologies can disenfranchise the perception of purposeful culture for employees.

Aviva PLC and Elephants Don’t Forget win coveted Gold Award at 2021 Brandon Hall Group HCM Excellence Awards in the category of Best Advance in Machine Learning and AI
The cross-market collaboration was awarded the only gold award in the category of Best Advance in Machine Learning and AI within the overall Excellence in Learning category.

Learning in the flow of work within the Fourth Industrial Revolution
How can Artificial Intelligence and learning in the flow of work help employers to focus on employee capability building to achieve superior business performance in the Fourth Industrial Revolution?

Financial decision makers rate access to skills among top risks in the next 12 months
We review some of the outcomes from Lloyds Bank’s sixth Financial Institutions Sentiment Survey 2021 and consider key implications.

How can Artificial Intelligence (AI) help to embed an evidential culture of cyber resilience for insurers?
We examine how AI can support insurers and financial firms to ensure their employees are knowledgeable and competent in critical subject knowledge that relates to compliance, process, policy, and product.

Improving organisational culture using artificial intelligence (AI)
As the FCA steps up their drive for firms to foster and maintain a genuine culture of compliance – where the fair treatment of customers is default and runs through the firm like veins through a stick of rock – we examine why more and more firms are turning to Artificial Intelligence (AI) for assistance.

The economic impact of employee skills, transient training, and how organisations can plug the gaps using AI
To fundamentally tackle the internal skills challenge, we look at why organisations need to be mindful of the ‘one and done’ attitude when it comes to training, upskilling or re-skilling their employees.

HR Director: Using AI to plug transient training gaps
With evidence illustrating the detrimental impact that transient training factors are having on productivity and escalating business costs, we look at why focusing on internal capability building means that organisations can look to ‘train’ their way to better productivity rather than ‘buy’ their way to it.

Beating the odds
The reality is that 9/10 Artificial Intelligence (AI) deployments fail, so what do we do differently at EDF to guarantee our AI works every single time?

The AI Journal: Beating the odds
We examine the commonalties as to why the majority of Artificial Intelligence deployments fail, and look at why our methodology for successful deployment ensures we can guarantee results.

Avoiding Culture and Conduct Fatigue – session review
In this webinar session review, our panel discuss the impact of conduct and culture fatigue within regulated financial firms, and offer guidance on how firms can use RegTech to support an evidence-based approach to maintaining and improving these areas.

Redefining your approach to vulnerable customers in 2022 – session review
In this webinar session review, our panel outline how and what firms can do to both support the rising number of UK adults with low financial resilience and meet the increased expectations of the regulator.

T-C News: Authentic Compliance
What is ‘authentic compliance’ and how do firms achieve it? In this article, we assess the problematic issues that stem from inadequate employee Training & Competency (T&C) programs.

HR Director: Measuring the economic impact of Learning & Development in 2022
How can Learning & Development teams ensure they get the greatest economic impact from their employee training in 2022?

Fintech Times: How can AI help To embed an evidential culture of cyber resilience for insurers?
Keeping up with cyber trends is vital for success in any industry, and is specifically prevalent in the insurance sector. Falling behind can lead to large payouts and companies losing money. So how can this be avoided?

HR News: Is your workplace culture improving or impeding employee capability?
It is not just the FCA who cares about the culture within your organisation. Increasingly, it’s the individual employees who are taking stock of where companies are excelling and failing to meet expectations.

The secret to effective Learning & Development (L&D)
So, what can L&D do to ensure all their great learning content is continually learned and retained by their employees? The short answer: Artificial Intelligence. Discover how Microsoft use our AI to continually support, assess and quantify the desired outcomes on their L&D initiatives.

Duty Calls: Complying with higher standards of consumer protection – session review
In this webinar session review, our panel examine the FCA’s new Consumer Duty and consider what it means in practice for firms, the impact for Senior Managers, the changes to Training & Competency, and how it will be enforced.

The AI Journal: The New Consumer Duty & why your first line of defence is critical
How can firms ensure each member of their business understands the New Consumer Duty and how it relates to their day-to-day job?

T-C News: It’s wrong but what can you do?
Could it be that financial firms are finally calling time on the traditional tick-box compliance model?

HR Director: Train Spotting
Why the pressure is truly on for organisations to upskill, reskill and multi-skill their employees to keep pace with the changing operational landscape.

The AI Journal: Artificial Intelligence & the art of behavioural learning science
The cost of employees not retaining their training remains a major problem for UK businesses, but the good news is that employee-centric Artificial Intelligence provides a guaranteed way to stop it.

HR News: Employee training and operational risk in a hybrid working world
Hybrid and remote working raises important questions regarding operational resilience, productivity and people-based risk. We take a look at ways to combat the detrimental impacts.

T-C News: Measuring employee competence
How well does your business measure employee competence and why should you really care about it?

Reducing human errors
Deploying A to develop an effective and proactive error reduction strategy.

First Contact Resolution: five steps to agent optimisation using Artificial Intelligence
Deploying AI to reduce operational inefficiencies, drive down repeat errors and quantify the drivers of poor FCR performance.

Firms urged to take action on financial crime compliance or face a visit from the FCA
The FCA warns firms that they need take tougher action on proactively tackling financial crime or risk receiving a surprise visit from the City watchdog.

Authentic Compliance
Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment.

Brain Glue: the best and worst strategies for making your training stick!
The top ten employee training strategies ranked from best to worst - and why they do or don’t work.

Employee vulnerability in financial Services
Using AI to evidence that staff have the skills and capability to recognise and respond to the needs of customers in vulnerable circumstances.

Tick-box compliance – is your approach damaging your culture?
In this free 60-minute, on-demand webinar, we examine how AI-powered assessment enables firms to meet the FCA’s four ‘Drivers of Culture’, provide the culture metrics & MI that boards need and deliver the outcomes customers now expect.

Catalyst for change
Featured in T-C News, Adrian Harvey discusses why the default ‘tick-box’ approach to training isn’t fit for purpose.

Consumer Duty – it’s closer than you think
Critical considerations firms need to make when designing, pricing and selling products to retail customers.

Financial Crime Competence
The First Line of Defence and the critical role of employee competence within the force multiplier effect.

The use of AI in the Three Lines of Defence Risk Management Model
How Artificial Intelligence can transform the visibility of critical risk management data.

What’s missing from your approach to vulnerable customers in 2023?
In this free 60-minute, on-demand webinar, we are joined by Bovill and VCX to examine the key issues and challenges firms must overcome to meet the Duty’s requirement to prevent foreseeable harm to vulnerable customers.

Mind the ‘agent knowledge’ gap
Deploying AI to repair competency gaps for individual agents, reduce errors and optimise operational efficiency in contact centres.

Nostradamus: requirement or desire to change?
Featured in T-C News, Adrian Harvey discusses if principle-based regulation is enough of a catalyst to drive change.

Consumer Duty: permeating culture and operations
Three practical use cases examining how financial services firms use employee-centric AI to improve organisational culture, operations, KPIs and customer outcomes.

Second to bottom in G7- why is UK productivity in trouble?
Featured in the HR Director, Adrian Harvey looks at the correlation between UK plc’s woeful productivity levels and poor workplace training.

Is your business recession-fit?
Looking for a neat, low-cost, employee centric-way to sustainably boost employee in-role productivity to get more from less?

FCA enforcement puts ‘inadequacy of staff training’ under the microscope
Featured in The Fintech Times, we analyse why some firms will have to start re-evaluating their compliance programmes following FCA enforcement.

Compliance Under Fire: strengthening your approach to financial crime compliance
In this free 60-minute, on-demand webinar, we are joined by Bovill to discuss how firms can strengthen their AML culture, learn lessons from recent enforcement actions and become more proactive in identifying financial crime risks.

Practical improvements to customer support outcomes
Featured in Contact-Centres.com, Adrian Harvey looks at how firms can make practical improvements to customer support outcomes with regards to Consumer Duty requirements.

Consumer Duty: litmus test
What have you changed to ensure employees genuinely understand the role they play in delivering fair outcomes?

Consumer Duty: training vs culture
Is your approach to staff training having a negative impact on your cultural progression and increasing your risk?

Why Clever Nelly works
This objective review, authored by Professor Patricia Riddell – Head of Department of Psychology & Professor of Applied Neuroscience, University of Reading – examines why spaced learning, self-testing and repetition are highly-effective methods for learning in the workplace.

When training has a negative impact on cultural progression
Featured in the HR Director, Adrian Harvey discusses the disconnect between employee training regimes and cultural progression programmes within financial services.

Embedding Consumer Duty
Discover how we are supporting firms to improve, evidence and deliver genuinely competent employees who are capable of providing consistently good customer outcomes in line with regulatory requirements.

Elephants Don’t Forget & Inoria: partners in contact centre excellence
Elephants Don’t Forget is delighted to announce its official partnership with Inoria, a North American contact centre solution partner of choice, passionately supporting organisations as they navigate their digital transformation journey through customised optimisation, implementation and integration services.

How to approach Management Information (MI) for Consumer Duty
In this free 60-minute, on-demand webinar, we are joined by BDO to discuss how firms can develop actionable Management Information that meets the regulator’s expectations.

Targeting macro issues and improving efficiencies: closing the contact centre performance gap
Employers desire competent agents. Knowledge, per se, isn’t necessarily indicative of in-role competence and most employer training programs are knowledge heavy. Translating knowledge (theory) to competence, therefore, adds considerable value to the employer.

Culture clash – Consumer Duty: is it only skin deep?
Published in T-C News, Adrian Harvey discusses the importance of winning the hearts and minds of employees through T&C to bring Consumer Duty to life.

Consumer Duty: why good outcomes depend on your first-line
In this free 60-minute, on-demand webinar, we are joined by Frank Brown – Director of GRR Consulting – to examine why firms must prioritise first-line employee competence to achieve full compliance with Consumer Duty.

Learning Technologies 2023
Elephants Don’t Forget are delighted to be attending Learning Technologies 2023! Europe’s leading showcase of organisational learning and the technology used to support learning at work.

Time for L&D to stand up and be counted
Counting or measuring the return on investment (ROI) from training interventions has historically been a dark art and, judging by the current situations faced by many L&D practitioners, it hasn’t been very successful. This must change.

Consumer Duty: developing actionable MI
Critical considerations around developing actionable Management Information that meets the regulator’s expectations for Consumer Duty.

Consumer Duty Hub
Access a range of helpful Consumer Duty resources and learn more about the benefits of AI-powered continual assessment.

Consumer Duty: first-line reality
Quantitative vs qualitative approaches to assessing and evidencing first-line competence against a principles-based regulation.

How to successfully approach Training & Competency (T&C) under Consumer Duty
In this free 60-minute, on-demand webinar, we are joined by Lynne Hargreaves – Director at ClearStep Consulting – to walk you through the critical considerations, changes and revisions you need to make to your T&C schemes to ensure your firm – and your people – are Consumer Duty ready.

Consumer Duty: culture crossroads
How confident are you that your people actually have the knowledge and competency required under Consumer Duty?

Interpreting Consumer Duty: meeting the ‘cultural-change’ expectations of the regulator
The regulator is expecting its flagship piece of legislation to drive cultural change through the sector. However, from recent polls conducted during our popular Consumer Duty webinar series, it is apparent that some firms may not have interpreted the legislation in this way and now find themselves at a cultural crossroads.

Consumer Duty: measure it, manage it, evidence it!
In this free 60-minute demonstration, Elephants Don’t Forget showcase how your firm can follow what leading organisations in banking and insurance are doing to measure, monitor and improve the capability of their people to consistently deliver good outcomes for customers and develop an authentic culture of compliance.

Consumer Duty: culture, people and data
Authentic compliance with Consumer Duty will continually need to evolve with changing customer needs and regulatory expectations. As a result, firms will need to have a dynamic approach to compliance for which embedding the expectations of Consumer Duty into the firm’s culture and people will be paramount.

FCA reiterates that culture underpins outcomes
Emily Sheppard, Chief Operating Officer and Executive Director of Authorisations at the FCA, has reiterated the need for firms to focus on culture to meet evolving regulatory expectations under Consumer Duty.

Consumer Duty: culture, people and data
Will all firms correctly interpret the FCA’s requirement to position culture and people as the foundation for success under Consumer Duty?

Celebrating L&D innovation in financial services
Volvo Car Financial Services UK (VCFSUK) and specialist vehicle finance firm, Moneybarn, have won two prestigious accolades at the Credit Strategy’s Car Finance Awards 2023.

Clever Nelly impact at Nucleus
How Nucleus are investing in their frontline advisors to enhance technical expertise and drive positive customer outcomes.

Clever Nelly impact at Moneybarn
How Moneybarn improved customer outcomes by 9% in less than six months.

Mapping learning to business goals is No.1 priority for L&D in 2023
Mapping learning to business goals is No.1 priority for L&D in 2023, yet evidence-based practice remains stagnant.

How L&D use AI to deliver value to the bottom line
Studies shows that investing in employees’ L&D significantly improves their performance and contributions to the business bottom line. The challenge is: Does the training intervention result in an improvement that affects the bottom line, and is this improvement measurable to a standard that any reasonable chief financial officer and/or other stakeholders would accept?

Employee engagement is key to financial performance
New research shows that employee engagement now matters more than ever to bottom line performance.

Consumer Duty: answering the FCA’s 10 key questions
With Consumer Duty coming into force at the end of July 2023, the Financial Conduct Authority (FCA) has called on firms to ensure they are on track to meet the implementation deadline.

Consumer Duty: common sense for contact centres
In this article, we assess how some firms are approaching their people strategy within the contact centre environment for Consumer Duty and evaluate potential pitfalls.

Employee engagement on the rise but employees are still quiet quitting
A new report has found that – although employee engagement is rising – the majority of the world’s workers are still quiet quitting, with six in 10 falling into the category.

Curtis Banks joins Elephants Don’t Forget
Curtis Banks celebrate the launch of Clever Nelly to embed training and knowledge for their staff.

FCA outline their approach to Artificial Intelligence
Acknowledging the polarising view of Artificial Technology, Nikhil Rathi, Chief Executive at the FCA, considered how it could either ‘displace today’s jobs or enable an explosion in future productivity’.

Consumer Duty checklist: what the FCA are looking for in your approach
In this free 60-minute, on-demand webinar, we are joined by Graham Levi-Samper – Director Client Services at Complyport – to unpack the FCA’s latest announcements and evaluate the key takeaways you and your firm need to act upon to ensure immediate and ongoing compliance.

Clifton Asset Management and Clever Nelly
Group Head of Compliance at Clifton Asset Management, Ian Scaife, opens up at our recent customer event about challenges within the sector. Watch our Clever Nelly testimonial to learn how our award-winning AI is supporting Clifton to embed regulatory learning and meet their compliance objectives.

Hastings Direct and Clever Nelly
Colleague Development Leader at Hastings Direct Insurance, Ben Couldwell, tells us about the impact Clever Nelly has had at Hastings Direct. Watch our testimonial video to find out how they are continuing to build on colleague development month-on-month, with incredible results from the first seven months in competency improvements and related KPIs.

What gaps still exist in your approach to Consumer Duty?
Recent findings from an FCA-commissioned Ipsos UK survey show that 64% of firms believe they will be fully compliant with Consumer Duty by the 31 July 2023 deadline.

Work Shock and the entry-level avalanche
A worrying trend has emerged: recruits – typically generation y & z – are leaving their employers in droves; often within the first 100 days of employment. The brands (employers) in question are some of the biggest and best in their sectors. Why then are newly recruited employees leaving?

Learning opportunities down by a quarter for remote employees
A recent study by WFH Research has found that office-based workers spend around 15 additional minutes each week undertaking professional development and learning activities than their remote-based colleagues.

Call centre waiting times leaving customers hanging
A recent study commissioned by Microsoft has revealed that UK customers are waiting upwards of 85 minutes to speak to a representative at some of the country’s largest providers of consumer goods and services.

Customer satisfaction collapsing at fastest pace on record
The latest UK Customer Satisfaction Index (UKCSI) reports that customer satisfaction is collapsing at the fastest pace on record, hitting the lowest level in eight years – with stubborn inflation and staff shortages triggering the sharpest year-on-year drop since 2008.

LV= and Clever Nelly
Rachel McGann, Training Specialist at LV=, discusses how Clever Nelly has exceeded their expectations to support employee retention, reduce complaints and minimise rework.

Learning from the FCA: approaches to people, risk and outcomes
In their Annual Report and Accounts 2022/23 release, the FCA discuss their Risk Management Framework. In the context of assessing people risk, the report offers some invaluable insight to the continual ‘test and learn’ approach the regulator takes.

FCA outline 14-point action plan on cash savings
The 14-point action plan was released by the regulator on the same day as a press release aimed at educating consumers on the tangible benefits that they can now expect under Consumer Duty.

CIPD says that L&D need greater organisational buy-in to deliver impact
Research from their Learning at work 2023 survey highlights that learning professionals feel they are ‘lacking the capacity to do this’ and that more ‘data and insights on the design of learning' is required.

Urgent investment in human capital is needed according to World Economic Forum
The WEF estimate that 1.1 billion jobs are liable to be radically transformed by technology in the next decade, with the Future of Jobs Report 2023 indicating that 23% of work tasks will be automated by 2027.

Compliance Fatigue: how to prevent it from derailing your Consumer Duty journey
As the burden of compliance increases with Consumer Duty, this paper considers the key challenges, the best responses, and how Artificial Intelligence makes it all so much easier.

Consumer Duty: from confusion to quick wins
If you are looking for an affordable quick win that underpins many of the trickier aspects of Consumer Duty compliance, read this paper.

Consumer Duty ‘Day Two’: assessing the operating landscape
As Consumer Duty bites, financial services firms are faced with the prospect of delivering against increasing customer-centric regulatory requirements during one of the most challenging operating landscapes in recent history.

Embedding the Consumer Duty to empower the frontline
Ian Scaife, Group Head of Compliance at Clifton Asset Management, discusses how Clever Nelly has “completely changed” their approach to employee Training & Competence, enabling them to respond quickly to FCA regulatory requirements, strengthen frontline capability and embed Consumer Duty.

HR and the use of generative AI tools in the workplace: the risks are rising
HR executives are becoming increasingly concerned about the use of generative AI tools within the workplace. We look at three training measures to protect your organisation from exposure to risk.

Consumer Duty: compliance, culture and BAU – next steps
With the first implementation deadline passed, the focus for many firms is around closing existing gaps, transitioning Consumer Duty into business as usual (BAU) and evidencing cultural progression in line with the regulator’s expectations.

Financial Crime Compliance: the costs of doing business
Increasing regulation is cited as the greatest external cost of Financial Crime Compliance (FCC), with reports indicating that costs are expected to rise further within the next three years.

CIPD survey highlights that ‘evidencing value’ is critical
In the first part of our six-part series, we look at the findings from the CIPD’s Learning at work 2023 survey and examine how we are supporting L&D to increase and evidence their value.

How Clever Nelly enhanced the view of Management Information available at KPMG
Scott Rodgers, Senior Operations Manager at KPMG, discusses how Clever Nelly has improved employee engagement, strengthened culture, and improved quality outputs for their customers.

Contact Centre Complexity
We explore the detrimental impact that Covid-19 and the digital journey has had on customer service levels and contact centre learning programmes.

L&D Heroes: a Blueprint for Success
Are you looking to connect your training interventions with bottom-line performance? This paper looks at how Clever Nelly is supporting Learning & Development practitioners in some of the world’s leading brands to do it.

Learning and Development: working smarter, not harder
In part two of our six-part series, we look at the findings from the CIPD’s Learning at work 2023 survey and examine what resources, priorities and challenges are shaping workplace learning.

Age Partnership Impact Guide
Discover how Age Partnership improved frontline advisor speed-to-competency by 30% - improving customer advice and reducing exposure to regulatory risk.

Danske Bank Impact Guide
Discover how Danske Bank are fulfilling their strategic vision for market-leading customer satisfaction – empowering their colleagues through continual assessment to improve customer experience and outcomes.

Echo Managed Services Impact Guide
Discover how Echo Managed Services increased agent knowledge by 42% – resulting in improved NPS, repeat contact reductions and a decrease in complaints.

LV= Impact Guide
Discover how LV= are growing customer value, improving service levels and reducing complaints.

Microsoft Impact Guide
Discover how Microsoft improved employee in-role performance – resulting in KPI improvements in areas including First Contact Resolution (FCR), Customer Satisfaction (CSAT) and Average Handling Time (AHT).

Moneybarn Impact Guide
Discover how Moneybarn improved customer outcomes by 9% – generating a 300% return on their Clever Nelly investment in under six months.

Clifton Impact Guide
Discover how Clifton Asset Management strengthened their approach to employee regulatory compliance for Consumer Duty – improving FCA-related competency by 31% across six critical training categories in under three months.

Volvo Car Financial Services UK Impact Guide
Discover how Volvo Car Financial Services UK (VCFSUK) established an FLA approved training programme for SAF Expert equivalent compliance, surpassing industry requirements by 20%.

Consumer Duty Champion: how to lead from the front
In this 60-minute webinar, on-demand webinar, we are joined by Bovill to examine how Consumer Duty Champions are overcoming common challenges to ensure ‘Day Two’ activities are executed.

Contact Centre Network Northern Ireland partner with Elephants Don’t Forget
With a shared commitment in helping contact centres realise their full potential, Elephants Don’t Forget and Contact Centre Network Northern Ireland (CCNNI) are proud to announce their official partnership.

Cnect Wales partner with Elephants Don’t Forget
Cnect Wales and Elephants Don’t Forget announce their partnership transforming contact centre and agent performance.
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