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Podcast: Customer Experience Superheroes
Episode: Customer Experience Superheroes - Series 11 Episode 1 - CX & Consumer Duty - James Edmonds
Description: In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty. James shares his evidence on how financial services brands are adjusting their ways of working to address the four principles which underpin Consumer Duty. The discussion broadens out to the impact of regulatory governance on customer experience ambitions and deliverables with both pr...