Your Essential Guide (PART ONE).

In this Consumer Duty Series Bitesize Session we will provide you with guidance to support you in developing your:

• Customer Journey Maps
• Management Information required to support Consumer Outcomes

Date: 28^th April 2023

Time: 10.00 am – 11.15am

Cost: Free of charge for Create Solutions clients.  If you are not a client but would like to join, please contact us to discuss. 

The FCA’s Consumer Duty (‘the Duty’) requires firms to ensure that their customers both understand all communications and receive the support they need. An important part of achieving these outcomes, is to understand your firm’s consumer journey and the customer touch points throughout. The mapping of your customer journey(s) will be helpful here.

Your firm will also need to show its board/senior leadership team, the FCA and/or other stakeholders that it is successfully meeting outcomes. This is where outcome testing will be helpful, and this process will be made easier if your firm has properly undertaken its customer journey mapping.

As a reminder, your firm will need to monitor outcomes once the Duty takes effect, although the sooner you start the better, to ensure yo­­u are ready in time for the 31^st July 2023 deadline. But…

• What will the FCA expect in terms of outcomes?
• How should these be defined?
• How should you measure them, in order to further improve the customer experience and deliver value to customers?

In this webinar you will hear the answers to these questions, and many others our clients are currently asking.

The content will cover:  Customer Journey Maps, Outcomes and Management Information  

• The characteristics of Customer Journey Maps
• The benefits of Customer Journey Maps
• The key components of Customer Journey Maps
• How to build a Customer Journey Map
• Why outcomes matter
• Types of outcomes
• Management information needed to support outcomes testing

This session will be ideal for Senior Managers, Directors, Non-Executive Directors (‘NEDs’), Sales staff, Customer Service staff, Training teams, Complaints staff, and those responsible for Risk, Audit and/or Monitoring.

We also urge all Consumer Duty champions or anyone who may be involved with the development and implementation of their firm’s Consumer Duty plan to attend.

This session will also be an opportunity for you to ask questions or seek further clarification. However, if you would like to raise any matters relating to the Consumer Duty before the event, please email Deborah (using the email address below). We will aim to respond during the session, or in advance.

**Please note this session will focus primarily on Customer Journey Mapping and the Management Information required to support Consumer Outcomes.

Part two of this webinar series will cover how your firm could develop its Outcome Testing framework, using practical examples**

To book please contact deborah@createsolutions.co.uk giving the names and email addresses of those you want to book on.

The session will be held via Zoom and details will be sent to delegates in advance of the session.