A newsletter or informational article titled 'Why efficiency doesn't work for vulnerable customers' discussing service economics, vulnerability in UK financial services, and evolving beyond an efficient service approach, with sections on key drivers of vulnerability and customer service strategies.
A document titled 'Service Economics' discussing effective service costs and transforming organizational customer support to meet FCA requirements, with sections on understanding customer needs, building staff capability, and designing inclusive services.
A flyer for Service Economics with headings, paragraphs, and bullet points. It discusses transforming service performance by focusing on outcomes rather than just processes, measuring what matters, and reducing costs for vulnerable customers.