Despite the focus Consumer Duty has created on better customer outcomes, many banking communications are still doing a poor job at meeting the needs of customers.

Historically Supporter Experience has lagged behind it’s more advanced counterpart – Customer Experience.

Signal teamed up with Quadient to produce an insightful research report and follow-up webinar named Comsumer Duty 2.0.

For firms to properly embed Consumer Duty into their BAU, they need to create a centre of expertise.

THE THREE BUILDING BLOCKS AND FOUR PILLARS OF SUCCESSFUL CUSTOMER COMMUNICATIONS TRANSFORMATIONS

How people and technology are the key to overcoming the disconnect between journey design, data & deployment and delivering a great supporter experience (SX).

Our proprietary research shows that 52% of people consider themselves to be confident and savvy when it comes to financial matters.

Gaining control and consistency is crucial, not only for customer loyalty and revenue, but in order to meet the expectations of the FCA’s new Consumer Duty

Our new research highlights the gaping holes within in the area of consumer understanding, and discusses the long-term, wider strategy required.

Here we focus on the second of those pillars: an Integrated Technology Stack. 

Here we focus on the importance of an Agile Operating Model.

Until recently customer-driven planning and experience design competency were missing from the customer communications lexicon.

Here we focus on building a performance reporting foundation for customer communications.

Although Direct Mail continues to be the dominant channel for supporter communications, very few charities have the capability to deliver experiences through this channel that match up to their Supporter Experience ambition.