2025 Survey Questions
Interesting discussion across the 4 sessions, building on the regulatory and data theme.
Regulatory pressure intensifying, with smaller lenders feeling the greatest strain.
AI adoption accelerating, but only working well where data discipline is strong.
Growing financial stress among customers, especially those already struggling.
Transparency demand is surging, with DSAR volumes rising sharply.
Increased reliance on behavioural insights to drive engagement and outcomes.
Firms shifting towards personalised, data-driven communication.
Omnichannel flexibility becoming essential - customer preferences are changing more frequently.
Key takeaways from each session
Session 1: Addressing Industry Challenges
Key Take Aways
Regulatory change and data demands (e.g. product sales data and consumer duty) are creating sustained, existential pressure for smaller and specialist lenders.
The volume and ambiguity of new reporting requirements, particularly product sales dat...
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