Join this session to discuss key themes in a private forum with peers from across the credit industry.

This roundtable explores how firms can evaluate and enhance their digital touch points to align with Consumer Duty obligations.

Join industry peers to discuss practical approaches to identifying vulnerabilities, supporting customer understanding, and preventing foreseeable harm across digital channels – from mobile apps to online services.

In this session, we’ll discuss:

• What are the key indicators of potential customer harm within digital journeys across the financial services sector?
• How do you balance automated decision-making in digital journeys with the need for human oversight and intervention to prevent poor customer outcomes?
• How do you ensure consistency of customer outcomes across different digital channels (web, mobile, apps) while accounting for the unique characteristics and limitations of each platform?
• Approaches to ensure fair treatment of customers who may be digitally excluded or require alternative service channels? 

Join this session to discuss the key themes below in a private forum with 6-10 peers from across the credit industry:

• How do you measure the output of a diverse workforce
• How do you get the best out of a diverse workforce
• Building a business culture which allows for diverse thinking
• Getting the recruitment right