Online Event - Behavioural Biases in the customer journey: How to identify and handle them to avoid customer harm

The Insurance Institute of Cardiff invite you to a webinar on; Behavioural Biases in the customer journey: How to identify and handle them to avoid customer harm

Event Details:

Tuesday 11^th June 2023 12:00 – 13:00

The webinar will be run via Zoom, a global web-conferencing solution. Zoom is easy to use, a link and joining instructions will be sent to you at the time of booking.

About the session:

This FCA stated in the Final Guidance to the new Consumer Duty that firms need to take account of how customers “transact in the real world”. Therefore, being able to identify and handle customer´s behavioural biases, as well as our own behavioural biases and biases embedded in product design and marketing, is key to avoiding potential customer harm.

This 1 hour webinar will introduce you to the most common, though often difficult to spot, behavioural biases that can be encountered throughout the customer journey from product design to claims settlement, as well as tips on how to handle them to avoid customer harm.

With behavioural sciences now very much at the centre of the new outcomes-based regulation system, this webinar is a must attend for anyone who wants to stay on the right side of the new Consumer Duty.

Learning objectives:

Following this presentation the delegates will be able to:

• Identify behavioural biases that occur throughout the customer journey from product design to claims settlement.
• Explain how these behavioural biases impact the decisions that customers make.
• Implement a strategy to minimise the risk of behavioural biases resulting in customer harm.

About the speaker:

Jeff Heasman is a professional trainer who specialises in communication skills within the insurance and financial services sector. Jeff is a certified practitioner in Neuro-Linguistic Programming (NLP) and a professional member of the Academy of Modern Applied Psychology.

In addition, Jeff holds a bachelor's degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.

Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company. Subsequently he was Dean of the Faculty of Law at Cavendish University in Zambia, has been a tutor at Swansea University and a lecturer in international negotiation skills to MBA students at ESIC University in Spain.

Jeff now combines his experience and expert knowledge to provide communication skills training to prestigious organisations, companies and individuals throughout the world.

Further information:

A link will be sent via your email address supplied at the time of booking. PLEASE DO NOT share this with anyone else.

Please note that this webinar will be hosted on the Zoom platform which may be restricted by some employers. Members may need to utilise their own personal devices in these circumstances to access the platform.