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The Importance of a Customer-Centric Culture

by Starling Insights

Starling Insights Editorial Board

Mar 02, 2023

Observations

UK FCA UK Consumer Protection Culture & Performance Culture & Consequences Trust Regulatory Trends Culture for Regulators

In a recent speech, Sheldon Mills, the UK Financial Conduct Authority's (FCA) Executive Director of Consumers and Competition, called for financial services firms to adopt a customer-centric culture to drive innovation.

Mills stressed the importance of this new mindset as firms prepare for the Consumer Duty — a regulatory requirement to support customers in making sound financial decisions and avoiding foreseeable harm, which comes into effect later this year.

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The Importance of a Customer-Centric Culture

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