Nick Smith

Chief Retail Banking Officer Alpha Bank London

Day Two

9:00 AM PANEL DISCUSSION - Making Consumer Duty a Cultural Imperative, Not a Compliance Checkbox

While Consumer Duty has sharpened the industry’s focus on fairness an good outcomes, it’s often still treated as a compliance requirement rather than a driver of cultural transformation. This session explores how to embed Consumer Duty throughout the customer journey so it delivers tangible benefits for customers - not just reports for regulators. Learn how leaders are measuring the full end-to-end experience, evidencing outcomes, and ensuring the spirit of the regulation becomes part of the organisation’s DNA.

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..

Check out the incredible speaker line-up to see who will be joining Nick.

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