About this event
The FCA's consumer duty rules represent a significant challenge for many firms, with the regulations driving a step-change towards a consumer-first approach to financial services in the UK. Firms must adopt a transparent approach to their product and service offerings, ensuring that financial information is accessible and comprehensible to all. To drive this change, firms will be seeking to adopt technology to support compliance with the four consumer duty outcomes, while consumers will benefit from increased digital adoption in their financial services journeys.
In this webinar you will hear from industry specialists who will talk about how you can go about developing the approach to outcome testing, how you can ensure that you’ve built appropriate friction into customer journeys, and where can you get the data to test and evidence that consumers are getting good outcomes and not experiencing harm.
We are proud to partner with Glassbox to deliver this webinar.
Glassbox empowers firms to create frictionless digital journeys for their customers. Our digital experience analytics platform works in real time across web and mobile to understand what customers are doing online, monitor activity and enable firms to step in when necessary to keep customers safe and ensure they receive good outcomes.
It can be difficult to understand what your customers are doing on-line and be able to capture, support and monitor real time events. The new Consumer Duty requires firms to be proactive and utilise digital tools and behavioural insights to monitor activity, alert you to potential signs of struggle and to test outcomes to ensure the customer does not suffer harm. Glassbox is at the forefront of this technological advancement and captures every interaction on web and mobile. It produces automated alerts in real time for individual sessions that may require further review or intervention. The solution enables firms to analyse complaints, resolve disputes and investigate fraud as well as supporting vulnerable customers. With Glassbox, you can rest assured that you have forensic records to evidence what happened to meet your conduct compliance obligations and monitor all activity to keep your customers protected.
Glassbox was established in Israel in 2010 and is now located across the globe with offices in London, New York and Tel Aviv and 250 employees worldwide.
To find out more about Glassbox, visit https://www.glassbox.com/
Founded in 2017, RegTech Associates is a research company and use our analysis to provide strategic insight and advice to our clients. Our USP is our industry and regulatory knowledge, underpinned by the research of over 1,400 Reg and Risk Tech products and an extensive database.
Amanda is one the leading specialist lawyers in the UK on retail financial services and payments. During her career, she has spent time as a practising barrister, she was a lawyer within the regulator and has also worked in a magic circle law firm. Amanda is frequently called upon to advise on strategically important projects, new product launches and regulatory issues. She is an active voice in the industry and is often at the forefront of thought leadership for the industry, particularly in relation to regulatory developments. She now heads up the Financial Regulation Team as Addleshaw Goddard, which covers the full range of regulation from retail to wholesale financial services. She is also the co-head of the firm's Financial Services Sector and heads up the firm's Brexit Task Force. Amanda is a client partner for a number of clients, including one of the firm's largest client banks.
Mick McAteer is a campaigner for economic and social justice with long experience of representing consumers at UK and EU level with a focus on financial markets and public policy. He is founder and co-Director of The Financial Inclusion Centre, a UK not-for-profit policy and research group Previously, he was a board member of the Financial Conduct Authority (FCA)/ Financial Services Authority (FSA) which regulates the UK’s financial markets for six years until the start of 2016. He was Chair of the FCA’s External Risk and Strategy Committee (ERSC) which is responsible for ensuring the risks to the FCA’s statutory objectives are identified and mitigated. He was also on the FCA’s Oversight and Audit Committees.
In a career spanning over 30 years, Andrew has extensive experience in large UK Financial Services companies at COO level. During that time he has had numerous roles, including Approved Person roles, leading large operations and major change programmes. His experience includes front and back office operations, IT, risk, compliance and audit – both insourced and outsourced. For the past 3 years, Andrew has been working with Glassbox drawing on his extensive experience to show firms how Glassbox empowers organisations to manage and optimise the entire digital lifecycle of their web and mobile Customers.
Tech Entrepreneur, investor & advisor ex-CTO Credit Suisse JP Morgan Capital Markets
We are a research company and use our analysis to provide strategic insight and advice to our clients within the RegTech industry. This helps our technology clients grow and our regulated firm clients manage compliance more effectively.
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