Voice of Customer (VoC) specialists, CustomerSure, join us to discuss how firms can establish well-governed customer feedback programmes to support outcomes monitoring, generate actionable intelligence that improves customer journeys, and connect feedback with training and culture.
Discussion topics include:
- Practical ways to improve customer feedback processes to support Consumer Duty outcome testing.
- How to combat the key challenges of ‘cultural resistance’ and ‘lack of ownership’ to transform customer feedback into business change.
- Ways to overcome common obstacles that prevent firms from capturing the kind of feedback expected by the FCA.
