Webinar details:
Wednesday 24 September 2025 | 11:00 AM (BST) | 60 minutes
This webinar is hosted in conjunction with:
In a regulatory environment where Consumer Duty places customer outcomes at the heart of everything, firms can no longer afford to treat feedback as a tick-box exercise. The ability to capture, analyse and act on customer insights is now a business-critical capability.
In this free 60-minute webinar, we’re joined by Voice of Customer (VoC) experts, CustomerSure, to discuss how firms can transform customer feedback into a driver of measurable outcomes and long-term trust.
We’ll examine:
- Feedback as Evidence: How well-governed customer feedback supports Consumer Duty outcomes monitoring, such as outcomes for vulnerable customers.
- Closing the Loop: Moving from survey fatigue to actionable intelligence that improves customer journeys and business performance.
- Embedding into Business-as-Usual (BAU): How to connect feedback with frontline staff training and culture change so insights are acted upon daily, not annually.
- Real-World Examples: Practical case studies showing how firms have used feedback to improve compliance, service, commercial performance, and customer satisfaction.
By attending, you’ll leave with a clear roadmap to use feedback as a regulatory defence and a growth lever, demonstrate to the FCA that good outcomes are not just designed but delivered, and build a culture where every piece of customer feedback drives better decisions and behaviours.