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Frictionless customer journeys and seamless experiences are no longer “nice to have” – they’re regulatory requirements.
Since the introduction of Consumer Duty, FSI marketers needed to meet new standards to keep their firms out of hot water and their customers happy by delivering positive outcomes. But, in sectors where call volumes show no signs of slowing, FSI marketers were under increased pressure to keep a close eye on the ball when it came to understanding their customers and gaining visibility over the end-to-end customer journey.
In this report, we hear insights from industry experts to help FSI marketers future proof in the new Consumer Duty landscape, as well as outlining how to use call intelligence to deepen customer understanding and optimise the online journey.
So, if you’re a marketer looking to keep yourself and your firm out of hot water, get your report now to:
- Understand how to map and optimise the end-to-end customer journey to deliver the best possible experiences
- Get the unfiltered truth from customers so you can continuously refine messaging to nail compliance-friendly growth
- Accurately capture and log the outcome of every single call
Key takeaways
Customer understanding is a key pillar of Consumer Duty and offers vital insights into how to improve messaging
Seamless experiences must be delivered as standard to ensure firms stay in line with Consumer Duty requirements
Optimising the online journey needs to be a continuous exercise to ensure positive outcomes at all touchpoints