CCR2 Compliance
As we implied at the start of this article,
though, the digital revolution is by no means over. So, what about those who do not readily engage? To all intents and purposes, these individuals go under the radar and are, therefore, incredibly hard to detect.
Positive impact Data analytics are being used to understand how customers interact with an app or website at a granular level, and are routinely used to identify specific ‘pinch points’, such as the position of a button or the usefulness of a frequently-asked-questions page. This analysis can also hold clues about the
customer; how smoothly they can move from one screen to the next; how often are the information buttons being accessed; or is the journey ending prematurely? This valuable data could be a way of
identifying potentially vulnerable customers, triggering alerts, or altering the journey to enable support to be offered. We already see this happening in the retail sector via the use of chat buttons, which dynamically appear, and we are beginning
June 2017
www.CCRMagazine.co.uk
Data analytics are being used to understand how customers interact with an app or website at a granular level, and are routinely used to identify specific ‘pinch points’, such as the position of a button or the usefulness of a frequently-asked- questions page
to see this happening within the banking industry too, primarily within collections and recoveries. This background technology, together
with enhancements to customer-facing functionality, can have a positive impact, but, as this part of the industry develops, there is more that can be done here.
Future questions So, is the ‘revolution’ over? As we have alluded to throughout, we think the answer is a clear ‘no’. Going back to our previous question
around ‘acclimatisation’, we intend to continue our engagement with our registered firms and the wider industry, focusing on how the Standards of Lending Practice can be applied in practice to ensure the digital journey is available to all customer segments and provides the good customer outcomes. We will shortly be publishing the results
of our research project on this subject and intend to hold further round-table discussions over the coming months. CCR2
27
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52
