Christopher Colley

Industry-recognized CX leader at Financial Services

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Bio Recognized as one of the UK's top Customer Experience professionals (Customer Experience Magazine), Christopher frequently speaks publicly on CX, and has shared his thoughts on the subject in various well-known publications, including Forbes, The Banker/Financial Times, and Raconteur in The Sunday Times. Career History Currently part of the senior leadership team at a category-defining tech company, Christopher helps multinational organisations implement strategies to repair, manage and grow profitable businesses. He was a foundational member of the digital innovation teams at both PwC and Barclays, where he led customer-centric transformation projects across both retail banking and wholesale banking.

Blogs

Innovation in Financial Services

Downturns — when customer experience really matters.

17 Mar 2023

Five economic outcomes for financial services We are in a watershed moment for financial services. Following the abrupt failure of Silicon Valley Bank — the largest collapse of a U.S. Bank since 2008 — and the extraordinary sell-off that brought Credit Suisse to the brink, it is increasingly clear the tumult of recent years is not yet over. Indee...

Banking Strategy, Digital and Transformation

Are you really ready for Consumer Duty? Addressing the FCA’s feedback on implementation plans

14 Feb 2023

Did you make the grade? The Financial Conduct Authority (FCA) recently carried out a review of firms' implementation plans for Consumer Duty. Did you pass? Or do you need to take note — and swift action. To recap — the new Consumer Duty seeks to ensure that financial institutions operating in the UK act in good faith, avoid harm, and help consumer...

Banking Strategy, Digital and Transformation

Five customer experience predictions for financial services in 2023

21 Dec 2022

2022 has been a seismic twelve months in customer experience for financial services, as a cocktail of higher interest rates and galloping inflation upended the economic realities of the past several years. Banks experienced a significant drop in mortgage, loan and M&A activity, with insurers facing higher costs, and wealth and investment manag...

Financial Services Regulation

Three-step plan for Consumer Duty (and other customer-focused regulation)

22 Nov 2022

As financial institutions worldwide battle the headwinds of tighter monetary policy and slowing economic growth, they are having to do so in an environment of increased regulatory scrutiny. Last month, the European Supervisory Authorities (ESAs) laid out their requirements for the disclosure of financial products' exposure to fossil gas and nucle...

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