Realizing the digital promise in financial services
This series of papers from the Institute of International Finance and Deloitte explores how financial services firms are implementing digital transformation. We look at the challenges, enablers and partnerships to capture more value from digital transformation and ensure success.
Consumer Protection through Contact Centres
Building customer trust while driving compliance
“We care about you in these unprecedented times and we’re here to help.” Organizations have been bombarding consumers with messages like this throughout the COVID-19 pandemic. Customers and regulators are beginning to separate the marketing hype from tangible actions and commitments.
As the pandemic continues, Canadian regulatory bodies, including the Financial Consumer Agency of Canada (FCAC), are creating new and amended provisions to shift public policy toward strengthened supervision over financial product and service delivery in Canada.