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The FCA has indicated that it will be proactively monitoring all BNPL advertisements and those failing to comply with the rules could result in a fine, withdrawal of permissions, or a criminal offence.
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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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The increased use of social media for customers and brands, a rise in numbers of vulnerable customers, and the influence of regulation. There are so many factors to consider when deciding how to improve communications between organisation and customer.
Read More![Without Boundaries How To Empower Colleagues To Support Consumers 4[1]](https://eqdotcom.azureedge.net/dotcom-cache/7/6/5/9/f/a/7659fadf4cbf14d86530e571218164bb7ee0eedd.jpg)
In this article, Louise Kirkwood, Head of Customer Insight and one of our vulnerable customer champions, looks at the practical steps regulated businesses can take to empower their colleagues to deliver positive customer outcomes.
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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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Stuart Simpson and Amanda Rochford from Equiniti discuss the complex issue of vulnerability and the importance of effective staff training.
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