Anu Bailey

•  Mapping and measuring end-to-end customer journeys to demonstrate genuine Consumer Duty outcomes.
• Embedding Consumer Duty into company culture so it drives decisions at every level, not just compliance reporting.
• Ensuring the regulation’s intended effect — fairer outcomes and stronger trust — is realised in daily operations..

With consumer preference for digital self-service, the real differentiator for brand perception emerges in moments of crisis and complexity - when customers need human connection most. Yet simply hiring & building in human-touchpoints across

customer journeys doesn’t guarantee empathy - it requires deliberate training, design and investment to create confidence and value for both customer and business. Leeds Building Society will share their thoughtful approach to address:

• How to embed empathy into hiring, training, and career development strategies so colleagues are equipped to resonate with customers (even without lived experience)

• How to address internal objections by showing that empathy-led service reduces cost-to-serve and builds customer lifetime value

• Better identifying which services most require empathy and control and how to design training pilots that dial up the human advantage where it matters most