Bestselling author, Fabiola’s extensive experience includes roles at Allstate, MetLife, and, most recently, three years as Vice President of Client Experience at Northwestern Mutual.
FCA Consumer Duty Outcomes Summary – Rules, Reports & Compliance
The Financial Conduct Authority (FCA) final deadline for Consumer Duty compliance is fast approaching, meaning the first Annual Report deadline for phase one is also due. If you’re unsure what that means, or are only starting to look into it as part of phase two, here you’ll find a Consumer Duty summary of FCA requirements. […]
Risk Management: Adoreboard is Hellios FSQS Certified (Financial Services)
Santander, Virgin Money, Bank of England, Hiscox and Bank of Ireland have many things in common, one of them being Hellios. Through a community system, Hellios collects, validates, and monitors supplier information ensuring compliance and performance for effective third and fourth party risk management processes. They operate in the defence industry (JOSCAR) and the Financial […]
Bank of Ireland: Emotion & The Customer Obsession
Featuring on the Driven by Data podcast by Orbition Group, Ciara Moore, Chief Data & Digital Officer at Bank of Ireland talks about BOI’s customer obsession in Season 4, Episode 6. During the episode, Kyle Winterbottom chats with Ciara Moore covering emotion, insights on customer obsession, data storytelling, and much more. Ciara’s educational background in […]
Beyond NPS: Measuring Customer Experience for UK Banks
Customer experience is one of the last areas that banks have to differentiate themselves. The ability to understand the customer and act on how they feel will be the new frontier for innovation and will mark out those who win in a digital and consumer centric world. The banking industry has been impacted by the […]
Adoreboard Customer Experience Index: UK High Street Banks
This week is the launch of the Adoreboard Customer Experience Index: UK High Street Banks report. Adoreboard has analysed UK bank customers’ tweets related to customer service for the last six months of 2016. The analysis reveals which banks provide the best and worst customer experience, and what aspects drive the emotional highs and lows […]