Published by: FCA
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Key Take Aways
Most firms are proactively considering customer needs, deploying effective frameworks that tailor support and monitor outcomes.
Personalisation and understanding of customer characteristics, including vulnerability and language proficiency, are vital in designing customer support.
Digital support channels are enhanced to lead to better outcomes, with some firms integrating automated tools and signposting to improve accessibility.
Common areas for improvement include aligning support processes with target markets and ensuring post-sale support is as accessible as pre-sale.
Firms should challenge their existing support approach to better understand customer needs and deliver outcomes that support financial objectives.
Journey mapping, customer profiling, and removing unnecessary barriers are central to delivering effective support.
Embedding a customer-centric culture requires substantive leadership, targeted t...
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