Consumer Duty was introduced by the Financial Conduct Authority in order to elevate consumer protection and outcomes in financial services. For retail financial services organisations, implementing Consumer Duty can often mean significant procedural and cultural transformation.

In this interview, the CX BFSI Exchange team spoke with Keith Richards, Chief Executive Officer of the Consumer Duty Alliance – a not-for-profit professional body aiming to share good practice and support members in the implementation of Consumer Duty. Download the interview to gain insight into:

• How Consumer Duty differs from previous regulatory frameworks
• What changes retail financial services firms are making to enhance customer outcomes as a result of Consumer Duty
• How to approach the interpretation of regulation and communication with the wider organisation