The Consumer Duty Series #5 Creating effective digital customer journeys

Customer journeys are set to be under the regulatory microscope in 2025. The FCA has highlighted digital journeys in consumer credit as a key point of focus for the year ahead. So, how can firms ensure that their digital journeys meet the regulator’s raised expectations? Join us as we explore the following key questions:
How should firms analyse digital journeys?
How can firms use behavioural science to improve journeys and customer outcomes?
Best practice from the sector.