Regulation is changing how financial institutions interact with customers.

The introduction of Consumer Duty by the Financial Conduct Authority, plus the expanding scope of corporate governance regulations, has made it critical for companies to demonstrate positive customer outcomes.

Developing mechanisms to 'show your working' across the customer journey may seem daunting, but combining the right mindset with the right technology will equip you to rise to the challenge.

In this webinar, we demonstrated how it can be done.

Relative Insight CEO Ben Hookway discussed regulatory requirements and how you can use analytics software to build metrics, evidence and audit throughout the customer journey.

He was joined by Ben Parker, Member Experience Research Lead at Skipton Building Society, who shared how the building society has built a 360° insights program that analyzes feedback across the customer journey, using a variety of data sources. His presentation showed that finance firms can go beyond simply meeting regulatory requirements — creating great customer outcomes in the process.