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Insights and Perspectives
Analysis, news and practical guides for compliance, quality and risk teams in regulated financial services.
FinTech – why aren’t banks cashing in?
Banks are missing opportunities to use FinTech and RegTech to reduce governance, risk and compliance costs, partly because legacy systems, inertia and board-level technology gaps slow adoption.
Are You Taking Advantage of AI?
AI is already being used in practical ways across industries, from diagnosis and customer email analysis to compliance monitoring. Joanne Smith argues that firms can use it to improve transparency, reduce manual record-keeping and support better customer outcomes.
A Case of ‘Big Brother’ or Better Results?
Conversation recording can improve customer experience, monitoring and confidence when firms explain the protection that authentic records provide.
Are there brighter times in banking ahead?
Mis-selling, culture change and the risk of poor conduct returning mean banks, regulators and shareholders must keep focusing on culture, controls and advice risks.
£193 billion: the real cost of poor recordkeeping
Inadequate record keeping can undermine suitability evidence in wealth management, making complete interaction records essential for customer protection.
Three big problems with call recording
Call recording alone does not always capture face-to-face or field conversations, and audio review can be time-consuming. Recordsure addresses these gaps by capturing more interactions, segmenting conversations and enabling a greater proportion of business to be checked.
Three ways to cut costs with call recording
For firms with in-branch or field sales teams, call-centre recording does not cover enough of the sales experience. Face-to-face recording can reduce mystery shopping, observation costs and travel time while improving quality monitoring coverage.
How insight from FinTech can ensure customer loyalty
Customer loyalty depends on trust, fast remediation and learning from what customers say. Interaction evidence and complaint trend analysis can help firms address errors and improve practices.
Ensure call recording systems are adequate to avoid regulatory penalties
Call recording systems must do more than store audio. Firms need controls that evidence FCA principles, monitor trader conduct, retrieve records quickly and identify patterns of misconduct or market abuse.
Can technology save financial services from a life sentence of poor culture?
Banks have not always taken advantage of FinTech and RegTech, despite pressure to reduce costs and improve governance. Inertia, limited technology experience at board level and early adopter advantage are central issues.
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The latest announcements, regulatory developments and company updates.
Analysis & Perspectives
In-depth analysis on regulation, AI, oversight and customer outcomes for regulated firms.
Case studies
Proven outcomes in practice
Major UK retail bank
Improving oversight and QA across mortgage advice
Read case study: Improving oversight and QA across mortgage advice
Major UK Tier 1 bank
Improving QA oversight and reporting across business banking conversations
Read case study: Improving QA oversight and reporting across business banking conversations
Government Department — UK
Digitalising interview recording to reduce cost and improve efficiency.
Read case study: Digitalising interview recording to reduce cost and improve efficiency.