Customers

While behavioural biases may be good for marketing and selling products and services, they can easily be exploited. Firms are expected to recognise the potential harms that behavioural biases can present for consumers and put their needs first.

In the next instalment of our series on diversity and inclusion in the insurance industry, Regine Tse focuses on the protected characteristics of sex and gender reassignment.

Continuing our series of articles looking at diversity and inclusion in the insurance industry, Regine Tse discusses the protected characteristic of race and highlights factors for consideration in customer interactions.

Failure to recognise the diverse needs of certain groups can lead to customers receiving poor outcomes. How can customer services staff communicate more effectively to help deliver better outcomes for all?

Knowing your customers is not only essential for meeting regulatory demands but also makes good business sense. Being able to tailor your services to a customer’s objectives is an effective way to create positive customer experiences and establish loyalty.

A year on from the implementation of GDPR, it is clear that the ICO is prepared to use its powers, with significant fines announced for British Airways and Marriott International. Is this a wake-up call for all firms who handle personal data?

The mindset of a customer is more forward-thinking than ever. Is it enough for a business to just deliver a service well, or do they also need to plan ahead to avoid future problems and respond to changes in the market? Tom Wood considers why getting ‘stuck in the present’ may be a risk for businesses.

Under the Insurance Distribution Directive (IDD), insurance intermediaries must have the minimum necessary knowledge of complaints handling. Here’s why having strong customer service skills provides a solid foundation for meeting this requirement.

Is your inbox having a negative impact on your productivity? Nathan Matthews looks at the benefits of ‘working offline’.