Series 11, Episode 1

CX & Consumer Duty – James Edmonds

In Lexden’s latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer’s James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty. James shares his evidence on how financial services brands are adjusting their ways of working to address the four principles which underpin Consumer Duty.

The discussion broadens out to the impact of regulatory governance on customer experience ambitions and deliverables with both providing first hand experience of the catalyst and constraints that organisations deal with when regulation is a mandated stakeholder for CX in a business.

James also helps listeners appreciate the support and guidance available to business’ struggling to get to grips with, or take advantage of the well intended new legislation.

Regardless of whether you are associated to financial services, or a company in a regulated sector, it sheds light on what happens when your CX is partly directed by others.