Date: 21st February 2024
Time: 10:00 – 11:30am
Details
Designing communication to support and get results – embedding intelligibility in the debt management sector
Supporting customers is not always easy. However, if you can’t understand their needs and explain the options generating good customer outcomes is tough. Evidencing you have done so even tougher.
In today’s, regulatory driven, world clear, intelligible, communication is critical.
Yet, how do we do it, know it is working and evidence that improvements are being made?
In this session we will explore this topic – intelligible communication. What is it, what techniques can be used and, from experience, what works.
With speakers from Amplified Global, StepChange and DEMSA this webinar will illustrate some of the latest thinking, share best practice and hands-on experience in the redesign of debt advice communication, to better support customers/clients.
Agenda
- Introduction
- Intelligibility thinking – What is it? Why is it important? What difference does it make?
- Getting the Message – an update from StepChange, their experience with re-design
- The regulatory direction of travel – using the tool
- The art of the possible – 2024 and the future
Speakers
| Name | Initials | Role | Title |
|---|---|---|---|
| Chris Warburton | CW | Event Chair | Director, ROStrategy |
| Minesh Patel | MP | Panel Member | Founder, Amplified Global |
| Richard Lane | RL | Panel Member | Chief Client Officer, StepChange |
| Kevin Still | KS | Panel Member | Director, DEMSA |
Sponsors
Thank you to our event supporters and sponsors who have helped make this event possible
Agenda & Documentation
| Start | End | Duration | Speaker | Item/Topics |
|---|---|---|---|---|
| 10:00 | 10:10 | 10min | CW | Introductory comments Questionnaire Results |
| 10:10 | 10:30 | 20min | MP | Intelligibility Design |
| 10:30 | 10:50 | 20min | RL | StepChange Implementation and Experience |
| 10:50 | 11:10 | 20min | KS | Regulatory considerations Example use case |
| 11:10 | 11:20 | 10min | MP | Phase 2 – the future |
| 11:20 | 11:30 | 10min | All | Q&A |
Additional Material
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