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.
Mind The ‘Contact Centre Agent Knowledge’ Gap
Deploying AI to repair competency gaps for individual agents, reduce errors and optimise operational efficiency in contact centres.
T-C News: Measuring employee competence
How well does your business measure employee competence and why should you really care about it?
Controlling your risk and regulatory obligations with a hybrid workforce – is that even possible?
We are joined by Hogan Lovells to discuss the practical measures firms can put in place to ensure they comply with their regulatory obligations and control hybrid working risks.
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.
In Controls We Trust: Lessons from Recent Financial Crime s166 reviews
We are joined by Bovill to discuss how firms and individuals responsible for financial crime compliance can learn lessons from recent S166 action and ensure controls are effective.
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 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.
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?
The First Line of Defence Illusion
The new Consumer Duty & why your first line of defence is critical
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?
Authentic Compliance
Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment.
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 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.
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.
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 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?
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.
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.
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.
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.
Permission to Work from Home (WFH)?
Discover why leading financial firms use AI to ensure their employees are receiving the critical T&C support they need when working from home.
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?
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.
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.
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.
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.
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.
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?
Improving Organisational Culture Using Artificial Intelligence (AI)
In this short Purple Paper, we examine why more and more firms are turning to Artificial Intelligence to help foster and maintain a genuine culture of compliance.
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.
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.
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.
Lessons Learned the Hard Way
What can the financial services sector learn from the Health and Safety Executive in matters pertaining to employee risk and compliance – and why should you care?
The energy sector & consumers in vulnerable situations
Are energy suppliers taking on board the wealth of historical guidance when it comes to improving resolutions for consumers in vulnerable situations through their advisor training?
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.
Culture Measurement: Help is Here (Discussion & Workbook Paper)
In this discussion and workbook paper, Adrian Harvey, CEO of Elephants Don’t Forget, and Julie Pardy, Director of Regulation and Market Engagement at Worksmart, examine the issue of culture measurement within financial services.
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?
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?
Culture Measurement: Help is Here…
We were delighted to be joined by Julie Pardy, Director of Regulation and Market Engagement at Worksmart for this session, as we take a detailed and actionable look at how regulated financial firms can effectively improve and measure positive cultural change for the future.
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.
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?
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?
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?
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?
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.
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?
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.
FCA Authorisations: what firms need to know in 2021
We were delighted to be joined by leading compliance and regulatory consultancy group Complyport for this session, as we take a detailed and actionable look at some of the most prevalent industry topics regarding FCA applications and authorisations.
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”?
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?
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.
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?
Why employee vulnerability breeds consumer vulnerability in the financial services sector
With consumer vulnerability increasing during the pandemic, we look at why employee competency and conduct is now more critical than ever to mitigate consumer and market harm.
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.
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?
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.
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.
Employee compliance in a Covid-19 world: what has changed?
In reality, is it possible to allow all employees, regardless of their role, to WFH and maintain the required levels of governance?
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
Employees First, Customers Second: Turning your approach to Training and Competence upside down in 2021
How have consumers redefined the rules of engagement? What is the new reality of Training and Competence in 2021 in terms of culture, brand, and financial performance for regulated firms? Find out more in this collaborative on-demand webinar from Adrian Harvey, CEO of Elephants Don’t Forget and Lynne Hargreaves, Director at ClearStep Consulting.
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!
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?
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.
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?
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: 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?
Is L&D dead in the water?
In 2021 the role of L&D hangs in the balance. From the boards demanding greater ROI to employees expecting a complete learning experience.
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!
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
Speed to competency in “The New Normal”
Many employers are now reporting the ‘new normal’ is delivering lower business performance and increasingly many are questioning whether working from home is the root cause.
Senior Management Regime (SMCR) Starts to Bite
As the fca increases scrutiny and fines double year on year, with custodial sentences a foregone conclusion at some future point
Brain Glue
In our most popular Purple Paper, we unlock the science behind how organisations can gain competitive advantage by deploying the best training methods to ensure your training is expertly delivered and consistently retained by your employees.
The use of Artificial Intelligence in the ‘Three Lines of Defence’ Risk Management Model
Most firms operate on a tightrope balancing what’s feasible, what’s achievable and what’s affordable. The FINSERV sector in particular has a track record
The Tick-Box Training Fiasco
For too long the vast majority of regulated firms have pursued what many would regard as a cynical box-ticking approach to employee competency and knowledge.
Employees are individuals – not sheep
Change your philosophy and approach for delivering mandated workplace training or lose hard won employee engagement and your top talent.
SMCR – Removing the Burden
A pragmatic blueprint for solo regulated firms on how and with minimal effort, they can use proven AI to land, maintain and critically
Learning boring stuff
Learning boring stuff is actually a lot harder than learning and retaining information about a subject that you are passionately interested in.
Shadow of the leader
Does an employee with high engagement and competency perform better in their role than an employee with low engagement and competency?
Working From Home Undoubtedly Creates Risk & Competency Challenges For Employers
Covid-19 has driven literally millions of employees out of the workplace and into a working from home situation.
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
Global Compliance Enforcement During C-19
It probably wouldn’t surprise many readers to learn that regulatory enforcement activity has fallen materially during the
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
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
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
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
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.
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
The not so hidden costs of non-compliance
Adrian Harvey, CEO of Elephants don't forget; Julie Pardy, Director of Regulation and Market Engagement, Worksmart evaluate
L&D your biggest challenge is yet to come
There has never been a more critical time for L&D leaders to stand up and be counted. From upskilling and cross-skilling employees
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
Covid proves to SM&CR litmus test
Covid-19 has forced many firms to review their governance arrangements, rapidly train unapproved persons to take on regulated
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
SM&CR, How to get reported, investigated and fined
The FCA may well have been forced to prioritise their response to COVID-19, but two 'Dear CEO' letters issued earlier this year
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
How Covid is transforming complaint handling
Over the next weeks and months regulated firms will face the dual challenge of handling an unprecedented volume of calls from distressed
How Covid is transforming complaint handling
In this podcast, Adrian Harvey, CEO, Elephants don’t forget and Anthony Eghan, Worksmart discuss together with Caroline
Employee risk, quantification and mitigation
It's second nature for risk and compliance professionals in regulated firms to quantify financial risks, but when it comes to measuring
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
Thinking outside the (tick) box
The regulator hates it, your employees despise it and your customers suffer because of it, so, why in 2020, when managing compliance
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
Vulnerability
Across all regulated industries firms are grappling with the issue of handling vulnerable customers. Regulators now want to see firms explicitly embed the fair treatment of vulnerable consumers into their culture
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
50 shades of bias
You will often now find an FCA enforcer ‘walking the floor’ in a regulated financial firm, randomly asking front-line staff about
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
SM&CR, Culture and technology
The time when the focus of the Compliance function was solely to assess, monitor and report compliance with relevant rules
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
Are you ready for a regulatory visit?
For our first webinar to discuss 'Are you ready for a regulatory visit?' we were delighted to be joined by ex FCA regulator #LucyMcClements
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
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