Cognitive Skills
BEHAVIOURAL BIASES IN THE CUSTOMER JOURNEY: HOW TO IDENTIFY AND HANDLE THEM TO AVOID CUSTOMER HARM
ABOUT THE SESSION
This FCA stated in the Final Guidance to the new Consumer Duty that firms need to take account of how customers “transact in the real world”. Therefore, being able to identify and handle customer´s behavioural biases, as well as our own behavioural biases and biases embedded in product design and marketing, is key to avoiding potential customer harm.
This 1 hour webinar will introduce you to the most common, though often difficult to spot, behavioural biases that can be encountered throughout the customer journey from product design to claims settlement, as well as tips on how to handle them to avoid customer harm.
With behavioural sciences now very much at the centre of the new outcomes-based regulation system, this webinar is a must attend for anyone who wants to stay on the right side of the new Consumer Duty.
LEARNING OUTCOMES
By the end of the session, participants will be able to:
Identify behavioural biases that occur throughout the customer journey from product design to claims settlement.
Explain how these behavioural biases impact the decisions that customers make.
Implement a strategy to minimise the risk of behavioural biases resulting in customer harm.
Session Length: 1 hour