Mail Metrics Briefings: Manchester

Consumer Duty and customer communications – expectations, evidence and good outcomes

Customer communications have become one of the clearest ways firms demonstrate that Consumer Duty is working in practice. They're no longer judged solely on clarity or compliance, but on whether they help customers make informed decisions, support good outcomes and stand up to increasing regulatory scrutiny.

This Mail Metrics Briefing will explore what that means for customer communications, operations and transformation leaders. We'll examine how the FCA is supervising Consumer Duty today, what firms are expected to evidence, and the practical steps organisations can take to embed Consumer Duty across their communications, governance and customer journeys.

Featured speakers

The keynote session will be delivered by Michael Lawrence, Consulting Lead at Ocorian and Chair of the Consumer Duty Alliance Practitioners Forum.

Following more than 16 years at the FCA, where he contributed to key policy initiatives, including Consumer Duty and supervised firms across the retail financial services sector, Michael now advises organisations on embedding the Duty, demonstrating good consumer outcomes and responding to FCA supervisory expectations. 

Following the keynote, we will have experienced practitioners to share real-world advice on AI, digital transformation and embedding Consumer Duty.

Denise Crossley, NED at Data on Demand and Snap Finance UK, where she also serves as Consumer Duty Champion. Denise will share the practitioner perspective on embedding Consumer Duty across an organisation, exploring how governance, leadership and operational decision-making can create a culture that consistently delivers good customer outcomes.

Sara Cody, Counsel at Linklaters, will explore the legal and regulatory expectations surrounding consumer understanding, how firms can evidence that communications deliver good outcomes, and the practical challenges of implementing Consumer Duty across complex regulated organisations.

Susan Bowman, Head of Digital UK&I at Mail Metrics, will explore how AI and modern technology are helping organisations accelerate digital adoption, reimagine customer journeys and build the next generation of customer communications. Susan is a technology executive and digital transformation leader with experience spanning Silicon Valley startups, Fortune 500 organisations including Dell, Wells Fargo and Novartis, and high-growth software businesses.

Hosting the event will be Ian Allan, Executive Director of Client Growth at Mail Metrics. With a deep expertise in regulated customer communications and technology-enabled process transformation, and having chaired roundtables and led discussions at previous Mail Metrics events, Ian will facilitate an interactive conversation that encourages practical insight, audience participation and the sharing of real-world experiences.

Areas of focus

Consumer Understanding in practice
How firms can move beyond clear communications to demonstrate genuine customer understanding through testing, measurement, governance and continuous improvement, with particular consideration for vulnerable customers.

Embedding Consumer Duty through customer communications
Practical approaches to embedding Consumer Duty across communications, governance and customer journeys, including examples of good and poor practice, and the strategic opportunities and regulatory risks created by different communications approaches.

Digital transformation in regulated communications
Real-world experiences of modernising customer communications, including the challenges encountered, lessons learned and practical steps that have delivered measurable progress.

There will be plenty of time for Q&A, and the morning will be followed by a light networking lunch.

About Mail Metrics

Mail Metrics is a leading provider of customer communications management solutions with long-standing service to clients in financial services – largely banking, credit, insurance, debt management and pensions.

Why Your Participation Matters

We are currently working closely with all our clients to support their transition to digital-first communications a move that is both operationally essential and increasingly urgent, given budget constraints, rising postal costs and significant increases in delivery times. We would be delighted if you could join us to make the day as valuable and interactive as possible.