The UK’s Financial Conduct Authority introduced Consumer Duty to ensure firms act in good faith, prevent foreseeable harm, and support customers’ financial goals. Beyond compliance, firms must evidence outcomes with auditable, metric-backed data across the entire customer journey, from inquiry to repurchase. Penalties for non-compliance include fines, restrictions, or even criminal charges, alongside reputational damage. Leveraging AI-powered analytics allows firms to capture insights from surveys, chatbots, CRM, and CX systems, turning qualitative feedback into measurable evidence. A British building society showed how a 360 insights program improved member outcomes and satisfied regulatory requirements.

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