We have published a set of recommendations based on our recent consultation on the CRM Code for APP scams.
Review of the CRM Code for Authorised Push Payment (APP) scams published by the LSB Read More >
We have published a set of recommendations based on our recent consultation on the CRM Code for APP scams.
In our latest thought piece, we explore how, by thinking about the customer journey in the digital space, firms can tailor their offering to ensure good customer outcomes and stay ahead in the digital age.
The customer journey in a digital world: new thought piece Read More >
In our latest thought piece, we explore how, by thinking about the customer journey in the digital space, firms can tailor their offering to ensure good customer outcomes and stay ahead in the digital age.
Innovation and the pace of change in financial technology means more choice and access for customers, but what risks could it present and how can these be overcome to ensure good customer outcomes in the digital journey?
The customer journey in a digital world: innovation and good outcomes digital workshop Read More >
Innovation and the pace of change in financial technology means more choice and access for customers, but what risks could it present and how can these be overcome to ensure good customer outcomes in the digital journey?
This past year, we have focused on identifying, supporting and helping firms to adapt to changes caused by the pandemic, in order to protect their customers.
2020: The Year in Insight Read More >
This past year, we have focused on identifying, supporting and helping firms to adapt to changes caused by the pandemic, in order to protect their customers.
Following our thematic review of how signatory firms are applying the Effective Warnings provision of the CRM Code, today we have published our report which outlines our findings and recommendations for firms.
Review of Effective Warnings provision of the CRM Code published by the LSB Read More >
Following our thematic review of how signatory firms are applying the Effective Warnings provision of the CRM Code, today we have published our report which outlines our findings and recommendations for firms.
How can financial service firms
Improving the odds of a good outcome: tier restrictions and problem gambling Read More >
How can financial service firms
The looming threat of a no-deal Brexit, coupled with a second national lockdown, promises a difficult winter for SMEs on top of what has already been a challenging year. Emma Lovell, Chief Executive of the LSB, explores why current uncertainty in the public sector is driving the private sector to step up and meet the needs of its SME business customers.
Why banks must be the future of funding and more for SMEs Read More >
The looming threat of a no-deal Brexit, coupled with a second national lockdown, promises a difficult winter for SMEs on top of what has already been a challenging year. Emma Lovell, Chief Executive of the LSB, explores why current uncertainty in the public sector is driving the private sector to step up and meet the needs of its SME business customers.
Does the life experience of customer contact agents have an impact on the service customers receive? Our new research explores the impact of life experience on customer outcomes, highlighting the importance and risks of applying personal life experience to your customer service to enhance company culture and improve customer outcomes.
The meaning of life experience Read More >
Does the life experience of customer contact agents have an impact on the service customers receive? Our new research explores the impact of life experience on customer outcomes, highlighting the importance and risks of applying personal life experience to your customer service to enhance company culture and improve customer outcomes.
This Talk Money Week, let’s get talking about keeping your money safe. APP scams can be incredibly damaging to the financial wellbeing of customers. Firms signed up to the CRM Code commit to provide increased protection to their customers from scams.
Let’s talk about keeping your money safe – Talk Money Week Read More >
This Talk Money Week, let’s get talking about keeping your money safe. APP scams can be incredibly damaging to the financial wellbeing of customers. Firms signed up to the CRM Code commit to provide increased protection to their customers from scams.
We have published guidance on the Access to Banking Standard, sharing examples of good practice to help drive fair outcomes for customers and local communities impacted by bank branch closures.
Industry guidance on the Access to Banking Standard published by the LSB Read More >
We have published guidance on the Access to Banking Standard, sharing examples of good practice to help drive fair outcomes for customers and local communities impacted by bank branch closures.
