DEMSA bulletin: Outcome monitoring / Aryza / FOS / Affordability / Consumer Duty / Collaborations / Events

In today’s bulletin:

General update
Importance of consumer outcome monitoring
Gartner survey - customers reject AI for Customer Service – the need for a ‘Human Touch’
How to redefine Target Operating Models for Contact Centre as a Service (CCaaS) deployments
Adapting affordability assessment policies
FOS annual complaint statistics
Collaborations
Events

General update
Competition between mortgage lenders has intensified ahead of a key decision on interest rates by the Bank of England. There is speculation of a rate cut at the next meeting on 1 August 2024.
I posted on the mortgage market just after the general election. About 3m UK households are set to see their mortgage payments rise in the next 2 years. The Bank's latest Financial Stability Report also said about 400,000 mortgage holders are facing some “very large" payment increases (i.e. 50% or more).
IVA Watch Limited (t/a Watch Portfolio Management) acquired by Aryza
Companies House records are showing that Aryza has acquired ...

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