Walking the talk
According to the much-respected biannual UK Customer Satisfaction Index (UKCSI) into national standards of customer…
Browsing: Ind. Focus
Artificial Intelligence (AI) in Financial Services
Artificial intelligence (AI) is no longer a future concept in financial services; it is already…
ERA 2025: the case for optimism in Financial Services
The Employment Rights Act 2025 has been widely framed as a compliance burden. But for…
AI in workplace learning — The next ten years
Back in 2014, I wrote a chapter for a book about the future of Learning…
Would turkeys vote for Christmas?
On looking at my client bank, I have been doing a lot of work dealing…
Learnings from 2025
Did you know that we forget a huge amount of what we learn, and even…
When the unexpected happens: Who keeps your business moving?
The Operational Case for Business Continuity and the Power of a Business Operations Executor™ At…
Building a future-ready workforce: Insights from recent roundtables
Over the past few weeks, I joined senior leaders from across the UK Finance membership…
Turning the tide on financial misinformation
Financial misinformation is no longer a fringe annoyance; it is a mainstream risk that increasingly…
Five crucial improvement areas for Consumer Duty compliance in Banking and Insurance
Financial pressure, complex claims and rising customer expectations are reshaping how banks and insurers operate.…