Latest opinions that Christopher Colley has shared on Finextra

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Christopher Colley

Industry-recognized CX leader

Financial Services

Member since

08 Mar 2022

Location

London

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Christopher's opinions

Downturns — when customer experience really matters.

Five economic outcomes for financial services We are in a watershed moment for financial services. Following the abrupt failure of Silicon Valley Bank — the largest collapse of a U.S. Bank since 2008 — and the extraordinary sell-off that brought Credit Suisse to the brink, it is increasingly clear the tumult of recent years is not yet over. Indee...

17 March 2023 /retail /markets Innovation in Financial Services

Are you really ready for Consumer Duty? Addressing the FCA’s feedback on implementation plans

Did you make the grade? The Financial Conduct Authority (FCA) recently carried out a review of firms' implementation plans for Consumer Duty. Did you pass? Or do you need to take note — and swift action. To recap — the new Consumer Duty seeks to ensure that financial institutions operating in the UK act in good faith, avoid harm, and help consumer...

14 February 2023 /regulation /retail Banking Strategy, Digital and Transformation

Five customer experience predictions for financial services in 2023

2022 has been a seismic twelve months in customer experience for financial services, as a cocktail of higher interest rates and galloping inflation upended the economic realities of the past several years. Banks experienced a significant drop in mortgage, loan and M&A activity, with insurers facing higher costs, and wealth and investment manag...

21 December 2022 Banking Strategy, Digital and Transformation

Three-step plan for Consumer Duty (and other customer-focused regulation)

As financial institutions worldwide battle the headwinds of tighter monetary policy and slowing economic growth, they are having to do so in an environment of increased regulatory scrutiny. Last month, the European Supervisory Authorities (ESAs) laid out their requirements for the disclosure of financial products' exposure to fossil gas and nucle...

22 November 2022 /regulation /retail Financial Services Regulation

Are you organized for CX success?

Financial institutions have come a long way on the path to customer centricity. Many have made significant efforts to challenge an ingrained actuarial mindset. For some, it has even been a journey to recognize that customers are real people, with needs and expectations, not just risk profiles. The road has been long — but, today, most financial in...

28 September 2022 Banking Strategy, Digital and Transformation

The ESG disruption of financial services: A roadmap for Experience Management teams

Customers, colleagues and citizens all care increasingly about issues including single-use plastic, carbon emissions, labor conditions and whether an organization is practicing inclusion. According to PwC, two thirds of financial institutions are prioritizing environmental, social and governance (ESG) considerations in their transformation plans. ...

21 July 2022 /sustainable Banking Strategy, Digital and Transformation

How finance leaders drive conversion through journeys

Despite significant investment, the financial sector still struggles to deliver consistently good experiences across the board. While some firms have made improvements in pockets, complete customer-centric transformation remains elusive. Financial institutions keen to challenge the status quo can start by re-examining their approach to capturing i...

30 June 2022 Banking Strategy, Digital and Transformation

Three steps to achieve unstructured data success in financial services

As the financial sector continues to mature in its approach to data analytics, leaders are shifting their focus from insights to impact. Tomorrow’s winners will be those who successfully make the case to invest in harnessing data sources like speech and text. These sources contain the richest information to identify innovations and efficiencies th...

11 April 2022 Banking Strategy, Digital and Transformation

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