LSB is calling for evidence as part of its Standards Development project to look at firms’ digital capabilities. It asks:
- What are the main challenges faced when developing products and services for digital channels?
- When developing a digital customer journey how are specific customer groups accounted for, such as: vulnerable customers?
- Are there any processes and actions which do not easily translate to digital? Do these processes and actions present challenges in keeping the customer engaged throughout the customer journey, if so why?
- How do firms monitor and review the way in which customers interact digitally? How does this inform your oversight of the effectiveness of the functionality from a customer outcomes perspective?
Closing date for comments is 11 January 2017.