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GreenKite Webinar – Consumer Duty: Innovation Blocker or Driver

28 June 2022

GreenKite Webinar - Consumer Duty: Innovation Blocker or Driver


The new Consumer Duty final rules are expected by 29 July 2022, and full implementation by 30 April 2023. Whilst differing in the detail of impact, gaps and priorities, commentators across the sector agree that this is a hugely-significant development for retail Delegated Authority firms – and their partners, principals and capacity. The FCA itself has described Consumer Duty as a “paradigm shift in its expectations”: it’s reasonable to anticipate equally impactful regulatory interventions in due course. 

GreenKite asks

  • Should Delegated Authority firms see Consumer Duty as a blocker or a driver for Innovation?  
  • Is this a huge opportunity for nimble firms to lead the way in operationalising customer focus – or not?  
  • Where are the risks and opportunities for (1) Product Design, (2) Communications, (3) Customer Service, (4) Price and Value? 
  • Is this where Compliance’s role as essential partner for growth (finally) becomes indisputable?  

Debating these questions and more are our expert panel: 

  • Claire Carpenter A senior compliance consultant specialising in large regulatory change projects, Claire has a unique depth and breadth of regulatory knowledge gained through practical industry experience with roles such as Head of Compliance/Conduct with General and Lloyd’s insurers, MGAs and insurance intermediaries. Claire is also a GreenKite Associate. 
  • Vicki Heslop Award-winning Director of Customer Experience at Covéa Insurance, where she is responsible for driving the strategy, planning and execution of Covéa Insurance’s Vision to be the UK’s most trusted insurer. Under her leadership, Covéa were also recently awarded Best Customer-Centric Culture at the UK Customer Service Excellence Awards. 
  • Shân Millie – Chair, Shân is an expert in FinTech; Digitalisation, AI/ML & Digital Governance; & ESG, especially as it impacts firms, leaders & their Customer. She is a GreenKite co-founder, & leads on Innovation & Customer for us. 
  • Johnny Timpson OBE Principal, Johnny Timpson Consulting, Non-Exec Chair, Absolute Military, Financial Inclusion Commissioner, co-founder of GAIN – the Group for Autism, Insurance, Investment and Neurodiversity. Johnny is an active sector connector & change-maker with numerous advisory roles inside and outside of Insurance & Protection.  

Who Should attend 

  • Functional Heads & professionals working in Product Design, Underwriting, Governance, Compliance, Distribution & Sales, CX, Claims & Customer Service 
  • Professionals responsible for designing, implementing and/or procuring Digital Marketing, Social Media campaigns & Omnichannel  
  • Commercial SME Insurance professionals needing to know what Consumer Duty means to YOU 
  • NEDs, Board Members and others needing to understand practical implications and forward-looking strategic issues for Governance & Risk 



28 June 2022
1:00pm - 1:45pm BST


This is an online event


Greenkite Associates
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