by PO Dream Team | Feb 6, 2023 | B2C, Covid 19, Customer Loyalty, CX, Insights, NPS & CSAT
A Customer-Centric Mindset Will Drive Consumer Duty Success By Harry Cruickshank The FCA chief executive, Nikhil Rathi, sees Consumer Duty as transformational for the retail financial services industry. It appears that this view is not shared across the sector. It’s...
by PO Dream Team | Dec 21, 2022 | B2C, Covid 19, Data, Employee Experience, Insights, Internal Teams, Leadership
Consumer Duty…Stop & Think By Harry Cruickshank The FCA’s Consumer Duty (CD) is causing ripples throughout retail financial services (RFS). In the FCA’s own words, the new rules “require a significant shift in culture and behaviour, where they (firms)...
by PO Dream Team | Nov 28, 2022 | B2C, Covid 19, Customer Loyalty, CX, Data, Insights
Consumer Duty – Let Customer Expectations Be Your Guide By Emily Berridge The FCA’s new Consumer Duty (CD) regulation represents a fundamental shift in the ways financial institutions relate to their retail customers. Under the changes, firms in retail financial...
by PO Dream Team | Nov 23, 2022 | Covid 19, Employee Experience, Employee Loyalty, Insights, Internal Teams, Research
Gen Z – Risks and Opportunities By Emily Berridge Reports abound on the shifting of employees’ expectations since the pandemic. Our own research illustrates an overall shift in importance towards work life balance and providing a positive working climate in employees’...
by PO Dream Team | Jun 13, 2022 | Covid 19, Data, Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams
Employee Expectations 2022 By Emily Berridge Scrolling through LinkedIn, the future of more widely accepted remote and flexible working practices, as well as an acknowledgment of employees and their wellbeing, seems to be here. Linkedin, Forbes and HRMorning all...
by PO Dream Team | May 6, 2022 | B2B, B2C, Covid 19, Customer Loyalty, CX, Employee Experience, Employee Loyalty, Insights
It’s A Question Of Trust By Harry Cruickshank Trust is a fundamental building block for effective business relationships with employees and customers. In his acclaimed book The Culture Code¹, Daniel Coyle identifies 3 common characteristics that define...
