#199 Helen & Pete of BPA Quality on Consumer Duty one year on.
**One year into Consumer Duty—are we truly putting customers first?**
In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the financial sector, highlighting both the successes and the ongoing challenges.
Key takeaways:
- The importance of designing processes that truly serve *all* customers, especially the vulnerable.
- How the FCA is evolving from a punitive regulator to a supportive partner in driving better customer outcomes.
- The vital role of technology and human empathy in navigating the complexities of customer service today.
Whether you're in financial services or another industry, these insights are crucial as we all strive to better serve our customers in an increasingly complex world.
Listen to the full episode for more actionable insights!
Get Out of Wrap - Contact Centre Chat
There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre.Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are.I’ll be chatting to people who know their stuff and are doing great things.This podcast is independent and a proud supporter of Naomi House/Jacksplace Childrens Hospice.
- No. of episodes: 231
- Latest episode: 2025-06-27
- Business Management
Where can you listen?
