Why do all organisations need to ensure they can provide a resilient customer experience for their vulnerable customers – how do you go about building them?

Consumer Duty requirements were launched by the UK’s Financial Conduct Authority (FCA) in June 2023 and for the financial services sector represent legally binding regulation. But what does this actually mean?

Demonstrating improvement and measuring the impact and benefits of a change is a key part of change management and continuous improvement. But, whatever our role, understanding and measuring the success of the work we do is not just beneficial, it’s essential. This principle holds true whatever we do, whether it involves organisational transformation, project management, or individual development. Whether we are leaders, planners, analysts, assessors, trainers, content creators or coaches, the work we do should be driving change and improvement. The ability to measure change effectively not only validates the efforts but also lays a roadmap for future endeavours. It fosters trust in organisational processes, facilitates new investments, and aids career progression. Neglecting this crucial aspect can lead to undervaluation of work, making roles susceptible during organisational restructuring.

In an ever-evolving organisational landscape, the imperative for change is increasingly recognised as a critical component of growth and improvement. This extensive article delves into the nuances of process and behavioural change, drawing from a wealth of practical experience and theoretical understanding.

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.