About This Event
Good governance and a strong organisational culture are fundamental to delivering positive customer outcomes, maintaining regulatory confidence and driving business success. This interactive workshop explores the vital connection between governance, leadership, accountability and behaviour, examining how these factors influence decision-making across an organisation and shape the experience of customers and employees alike.
Using practical examples from the credit and collections sector, attendees will explore key topics including Consumer Duty, vulnerability, complaints handling, quality assurance and emerging technologies such as AI. The session will help organisations understand what good looks like, identify opportunities for improvement, and create the conditions for a culture that supports better outcomes for customers, colleagues and the wider business