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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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’.

Curtis Banks celebrate the launch of Clever Nelly to embed training and knowledge for their staff.

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.

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.

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.

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

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?

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

How Moneybarn improved customer outcomes by 9% in less than six months.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

We review some of the outcomes from Lloyds Bank’s sixth Financial Institutions Sentiment Survey 2021 and consider key implications.

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?

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.

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.

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

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?

Are you concerned about employee in-role development and the impact that satisfaction levels are having on your productivity?

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.

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”?

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?

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?

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!

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.

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.

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!

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

I am inevitably interested in how firms in the FinServ sector will satisfy the Regulator that they are operating in the

It probably wouldn’t surprise many readers to learn that regulatory enforcement activity has fallen materially during the

It may be a brand-new year and a new decade, but the same old problem remains for regulated firms still struggling

In October’s Nelly webinar, Dr Roger Miles introduced us to the dangers of confirmation bias that often leads individuals

In yesterdays’ 50 Shades of Bias webinar, I discussed with Behavioural expert Dr Roger Miles how the behaviour bias of individuals, teams

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

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

Taking their cue from the banks regarding employee T&C appears to have backfired on many firms who will be regulated