Better Banking Communication: Consumer Duty and Personalised CX
Quadient’s Andrew Stevens explores consumer duty, failure demand and how financial institutions can replace fragmented, channel-specific messages with understandable customer communication.
The episode at a glance
- Bank communications must be designed around customer understanding.
- Legacy channel silos make personalisation harder and create failure demand.
- Preference-aware communication can support both compliance and better experiences.
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What Andrew Stevens reveals about banking & financial services
Consumer duty demands real understanding
Andrew discusses the obligations placed on financial firms to support fair outcomes and ensure communications are comprehensible. A technically correct disclosure is not automatically a useful explanation. People need enough information, delivered in an accessible way, to make informed decisions.
Legacy communications are often organised around technology
The episode traces the accumulation of print, email, SMS and digital systems, each built to solve a channel-specific problem. That creates fragmented journeys and expensive change requests. Modernisation begins by asking what the customer needs to understand and do next—not which output system sends the message.
Personalisation includes channel and capability
Andrew contrasts his own digital preferences with those of a family member who prefers telephone banking. His argument goes beyond putting a name on a letter: content, delivery method and the steps for responding should reflect a customer’s abilities and stated preferences, within privacy and regulatory limits.
Put the journey map next to the communication plan
One of Andrew’s challenges is to connect the work of the CX team and the customer communication team. If journey mapping identifies confusion or an emotional low point, the organisation should be able to revise communication quickly rather than wait for a long programme of cross-team approvals.
A practical takeaway
Select one high-volume banking notice. Test it for understanding with people who have different channel preferences, then rebuild it around the action required and measure avoidable follow-up contacts.
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ACF’s banking guide examines how digital channels, assisted service and AI-driven insights can work together without losing the human relationship.
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