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The increased use of social media for customers and brands, a rise in numbers of vulnerable customers, and the influence of regulation. EQ looks at the many factors to consider when deciding how to improve communications between organisations and customers.
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EQ's Martin Kisby examines the latest FCA Consumer Duty consultation, which aims to provide a higher level of consumer protection in retail financial services.
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Iola Sanger of Freeman Grattan Holdings joins Jen Towers and Jonathan Britten of EQ Customer Resolutions to discuss the importance of truly understanding customer data and using those insights to make business process improvements.
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As the Death Notification Service reaches 250,000 notifications, we look at the difference this service has made to businesses and end-users.
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Stuart Simpson and Amanda Rochford from Equiniti discuss the complex issue of vulnerability and the importance of effective staff training.
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The FCA recently set out their plan for the credit sector that puts delivering the right outcomes for consumers at the heart of all their initiatives.
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