Consumer Duty

In today's world interactions are becoming increasingly digital. However as voice and in-person interactions decline, the traditional indicators that are used to spot customer and conduct risk are becoming obsolete. The need to protect customers and ensure good outcomes in the digital era is greater than ever and regulatory expectation is increasing with the FCA's Consumer Duty.

ConductHub is our conduct risk analytics toolkit that combines our regulatory expertise with big data analytics and AI. It can be customised to fit any digital journey and identify customers at risk of an unfair outcome.

With ConductHub we can help you calculate the risk of every interaction and automatically trigger mitigating controls in real time. The reporting suite can provide a clear picture of your overall conduct risk and the effectiveness of your digital controls.

Let's look at Alex, who is applying for an unsecured loan on his smartphone. He logs in then quickly flows through the journey to secure a loan. Now let's see what insight ConductHub could bring.

Using ConductHub, we extract the little details about your customer's behaviour and blend them with other sources of data such as transactions, device information and call center history. This way we can see that Alex was recently declined two loans and had also been reading the online FAQ about support for financial difficulty. His average outgoings increased despite no change to his income and the loan amount he applied for was larger than most customers in his cohort. He also moved through the loan journey a lot more quickly than the average user and spent no time reading the legal information.

We can help you identify scenarios like this across your customer base and take it a step further by building real-time interventions into your digital journeys. This will help you better support customers like Alex to reach good outcomes.

ConductHub: let us change the way you manage digital conduct risk and meet your consumer duty obligations.