Audrey Hughes-Jones

BT orders staff back into the office with "three together, two wherever" policy change. BT has become the latest company to tighten up its hybrid working policy, ordering workers back into the office for three days a week. Office-based staff will be 'accountable' for following the rules, and data from employee pass cards will be shared with managers to keep track of whether workers were complying. BT is just the latest large firm to order its staff to spend more time in the office. In September, for example, Amazon told workers that from next year they'd be required to go back to the office for five days a week, rather than the current three. Meanwhile, Salesforce, Dell Technologies, Apple, and The Walt Disney Company have all tightened up their hybrid working policies, and last month Starling Bank mandated a minimum of 10 days a month in the office. In some cases – such as Amazon and Dell, for example – these new orders have led to kickbacks from staff. Many said they would leave or 'soft quit' as a result of the policy. See more news like this at https://lnkd.in/eHszY5qH #careers #hybridworking #remote #general

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Curious about the technology landscape in the UK public sector? 🤔 We teamed up with Forrester to peel back the curtain and uncover the challenges tech leaders face in accelerating digital transformation. Discover the insights that are reshaping the way we navigate tech in public services, and dive into the results of our study on digital maturity in the sector. 👉 http://spkl.io/60474FkJx #TechLeadership #DigitalTransformation #PublicSector

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In the fourth of our series exploring how leading financial services brands are transforming the customer experience, Conrad Ford, Chief Product & Strategy Officer at Allica Bank and Capco UK Managing Partner Paul Riseborough discuss balancing seamless digital self-service and ‘high touch’ relationship business banking in the small & medium-sized enterprise (#SME) segment. ➡️ https://okt.to/aRUDKC #SMEBanking #transformation #consumer

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The latest episode of Tech and the City - out now.

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☕️ (CX)presso: A Shot of Customer Experience Insights For my latest (CX)presso post, there was one obvious person to approach whose thoughts represent the gold standard of customer experience for HSBC in the UK. Here’s how Chris Pitt, first direct’s CEO answered my three questions.  👉 Strategy: How much focus is there on CX in your organisation and to what level? ❝The customer is at the heart of first direct (fd) and pervades the whole organisation. They always have been. fd is 35 years old this year, and when it launched as the first ever remote telephone bank in the UK, customer service and experience needed to be exceptional to attract customers to a ‘new’ way of banking. The ‘guiding light’ for fd in 1989 was Pioneering Amazing Service and this remains the same today. There are many examples of how customer service is at the centre at all levels of fd. Here’s just a few: Proximity to customers - senior managers sit in the call centre operation in addition to listening to customer calls on a regular basis. We sort things out for customers and fd people: anybody in the business can raise an issue, this is then tackled by the Transformation Team.❞ 👉 Lessons: What are the CX learnings that have got you to where you are today? ❝The three learnings I would reference in my career are: -Empathy. Think like the customer – which is sometimes hard to do. But put yourself in their shoes, their circumstances. How would you feel if the same thing happened to you.  Never treat a customer like a statistic. Every customer impacted by a fraud, however small, has an emotional and financial story. Every time a process does not work 100% perfectly – this has a wider impact. - Active listening. Do not just respond to the customer request. Listen hard and actively to the real problem/issue that they are concerned about. How can we solve that bigger problem/issue? Equally, how can we make things even better for customers – go above and beyond – by thinking about the bigger picture for the customer. - No hierarchy. Teams work better if there is no ego involved. The leader needs to set the direction – but is not in control. People need to feel they can operate without fear. Within fd, there is a flat/minimal hierarchy structure and culture. This creates a sense of everybody being in this together, focused on creating better outcomes for customers and the people in fd.❞ 👉 Future: What role do you see CX playing in the future of your business? ❝In 1989, Pioneering Amazing Service was at the heart of fd. It still is today. The people of fd are rightly proud of the heritage of customer excellence, which has seen fd be the No. 1 Customer Service brand in the UK in 2 of the last 3 years (Institute of Customer Service) – so I see customer service continuing to play a crucial role in the future of first direct.❞ #CX #fd #HSBC

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I had the pleasure of presenting at the L&G Data Festival in our Cardiff office, where I introduced the concept of a Business Event Mesh. Business Events are significant changes or occurrences within business processes. This innovative approach captures these Events on a Mesh and makes them available for next best action by triggering AI Agents. Introducing AI services anomaly detection is possible. These Events can also be treated as Data Products. It has the potential for transforming how we handle real-time data across the organization, providing real value in several key areas: Predicting customer lifetime value to sharpen targeted campaigns Speeding up claims registration to improve service levels Proactively managing and preventing customer churn Streamlining data deletion and archival and management processes Tracking customer interactions to deliver more personalized services Keeping policy details up-to-date in real-time It was amazing to see the excitement and dedication around how we’re using technology and data to shape our future and better serve our customers. A huge thank you to everyone involved in making this event such a success—I’m really excited to see where these innovations take us next! #DataMesh #BusinessEventMesh #Innovation #CustomerFirst #RealTimeData #FutureOfInsurance

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Loads of new job opportunities expected next week following Joe's meetings at ITAD Summit. Confidence is high and businesses are committed to headcount growth 📈. If you work in ITAD or the secondary markets and you're considering a new challenge - please drop me a message in confidence. #getintouch #growth #recruitment #reverselogistics #ITAD #circulareconomy

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Really interesting insights from Fair4All Finance on financially vulnerable customers. With recent FCA focus on Vulnerable Customers and the incoming PS24/2, its key that firms are supporting customers in financial difficulty. Linked below is an article I published earlier this year on good outcomes in arrears and collections - please reach out if you’d like to discuss. https://lnkd.in/guGp5kpj #VulnerableCustomers #FinancialVulnerability

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🎯 Spot on - thanks Capita Public Service for highlighting our #Agile capability through excellent folk such as Darryl and team 🙌 . Great to see the shout out via the link for #Learning below and how it can prepare teams for complex projects: "Upskilling your team through customised #training is essential for overcoming #productivity challenges. Shifting from waterfall to agile methodologies and embracing the latest in #AI and #MachineLearning can ensure your team’s readiness for any project demand"

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With the launch of Consumer Duty imminent, our guide is aimed at supporting forward looking firms and covers: - Tracing and reconnecting with gone aways - Making timely repayments - Repatriating assets promptly following a bereavement - Achieving a deeper, richer and more accurate view of customers

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Really interesting to read about TISA's new select ID scheme. Allowing customers to select their preferred Digital ID provider, this will not only simplify the customer jounrey and reduce fraud but forge the future of Digital ID within the industry. http://spr.ly/6044ewNTj

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🚨 𝗦𝘁𝗮𝘁𝗶𝘀𝘁𝗶𝗰𝘀 𝗳𝗿𝗼𝗺 iVendi: 𝗢𝗻𝗲 𝗶𝗻 𝟮𝟬 𝗠𝗼𝘁𝗼𝗿 𝗙𝗶𝗻𝗮𝗻𝗰𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝗶𝗲𝗱 𝗮𝘀 𝗩𝘂𝗹𝗻𝗲𝗿𝗮𝗯𝗹𝗲🚗 𝗞𝗲𝘆 𝗣𝗼𝗶𝗻𝘁𝘀 💡5% of motor finance customers identified as vulnerable 💡Over 300,000 customers classified as vulnerable 💡Average loan size for vulnerable customers is £13,000 💡Vulnerable customers are more likely to be in arrears on their loans 𝗪𝗵𝘆 𝗦𝘂𝗽𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗩𝘂𝗹𝗻𝗲𝗿𝗮𝗯𝗹𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗠𝗮𝘁𝘁𝗲𝗿𝘀: ✔ Builds stronger customer relationships and loyalty ✔ Reduces risks associated with non-compliance and regulatory fines ✔Upholds ethical standards and enhances industry reputation 𝗖𝗼𝗻𝘀𝗲𝗾𝘂𝗲𝗻𝗰𝗲𝘀 𝗼𝗳 𝗙𝗮𝗶𝗹𝗶𝗻𝗴 𝘁𝗼 𝗠𝗲𝗲𝘁 𝗙𝗖𝗔 𝗚𝘂𝗶𝗱𝗲𝗹𝗶𝗻𝗲𝘀: 🔴Increased regulatory scrutiny and potential fines 🔴Damage to brand reputation and loss of customer trust 🔴Financial losses due to customer complaints and legal actions #VulnerableCustomer #Arrears #FCA #ConsumerDuty

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Key asks of the next government listed by UK Finance include: - Improving consumer and businesses financial education - Planning reform - Tougher action on fraud (now a £2.3 million a day problem in the UK!)

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🚀 Transforming How We Harness Real-Time Data with Business Event Mesh 🚀 I believe the Business Event Mesh represents an approach to tapping into the power of Data in Motion. Imagine a platform that enables real-time streaming Gen AI apps, AI agents, chatbots, and Real-time dynamic data products. Beyond connecting data, the Mesh brings intelligent information governance and anomaly detection, creating a secure and automated ecosystem. The goal? Break down data silos and create a world where data flows seamlessly across the organization, empowering smarter, faster decisions and unlocking new potential at every level. This is about rethinking how we interact with data to drive meaningful innovation and value. #DataInMotion #BusinessEventMesh #RealTimeInnovation #AI

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A little insight into some of the support Newable Advice offers to SMEs #businessadvice

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𝐄𝐬𝐬𝐞𝐧𝐭𝐢𝐚𝐥 𝐁𝐚𝐥𝐚𝐧𝐜𝐞 𝐒𝐡𝐞𝐞𝐭 𝐂𝐡𝐞𝐜𝐤𝐬 𝐟𝐨𝐫 𝐔𝐊 𝐒𝐌𝐁 𝐁𝐮𝐲𝐞𝐫𝐬 – 𝐒𝐞𝐜𝐮𝐫𝐞 𝐘𝐨𝐮𝐫 𝐈𝐧𝐯𝐞𝐬𝐭𝐦𝐞𝐧𝐭 𝐰𝐢𝐭𝐡 𝐂𝐨𝐧𝐟𝐢𝐝𝐞𝐧𝐜𝐞 Are you considering a purchase of a small or medium-sized business in the UK? It’s crucial to understand what the story that the balance sheet is telling you. Why not save our Outcomes Business Group UK checklist below? It guides you through the key balance sheet checks to ensure your investment is sound. 𝐊𝐞𝐲 𝐅𝐢𝐧𝐚𝐧𝐜𝐢𝐚𝐥 𝐂𝐡𝐞𝐜𝐤𝐬: 𝐀𝐬𝐬𝐞𝐬𝐬 𝐋𝐢𝐪𝐮𝐢𝐝𝐢𝐭𝐲: Crucial for Financial Stability Make sure there's more cash and assets than debts due soon. This keeps the business running smoothly without financial hitches. 𝐔𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝 𝐃𝐞𝐛𝐭: Keep Future Growth Unrestricted Look at how much money the business owes. Too much debt could limit the business’s growth and your profits. 𝐄𝐯𝐚𝐥𝐮𝐚𝐭𝐞 𝐅𝐢𝐱𝐞𝐝 𝐀𝐬𝐬𝐞𝐭𝐬: Know What You’re Really Buying Check the condition and real value of the business's property and equipment. This helps avoid costly surprises later on. 𝐂𝐡𝐞𝐜𝐤 𝐄𝐪𝐮𝐢𝐭𝐲 𝐚𝐧𝐝 𝐑𝐞𝐭𝐚𝐢𝐧𝐞𝐝 𝐄𝐚𝐫𝐧𝐢𝐧𝐠𝐬: Signs of a Healthy Business Review these figures to understand the business’s past profit and financial decisions. 𝐏𝐫𝐞𝐩𝐚𝐫𝐞 𝐟𝐨𝐫 𝐅𝐮𝐭𝐮𝐫𝐞 𝐋𝐢𝐚𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: Accruals and Provisions Factor in upcoming expenses like taxes or potential legal issues. 𝐒𝐩𝐨𝐭 𝐇𝐢𝐝𝐝𝐞𝐧 𝐑𝐢𝐬𝐤𝐬: Contingent Liabilities Look for any risks not listed on the balance sheet that could pop up and affect your finances. Thoroughly checking these financial details can save you from future headaches and ensure your business purchase is a safe bet. 𝐃𝐨𝐰𝐧𝐥𝐨𝐚𝐝 𝐭𝐡𝐞 𝐈𝐧𝐟𝐨𝐠𝐫𝐚𝐩𝐡𝐢𝐜: Get a clearer picture with our easy-to-understand infographic. Download it now, or DM me for a high-res version—perfect for diving deeper into these essentials. 𝐛𝐢𝐳𝐯𝐚𝐥 𝐄𝐱𝐩𝐫𝐞𝐬𝐬 𝐕𝐚𝐥𝐮𝐚𝐭𝐢𝐨𝐧 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Don't guess your next business move—ensure it with our complimentary bizval Express valuation service. You can secure your business's financial evaluation in just 15 minutes. Find the link on my LinkedIn profile to get started now. 📞 𝐅𝐮𝐫𝐭𝐡𝐞𝐫 𝐆𝐮𝐢𝐝𝐚𝐧𝐜𝐞? If you have questions or need more help, just reach out. Outcomes Business Group is here to support your successful business acquisition. #dougsview 😊 #BusinessAcquisition #FinancialHealth #SMB #UKBusiness #bizval

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Great to speak to The Stack about the outcomes tech leaders are looking for from a new British government. I discussed the importance of prioritising the UK's financial infrastructure, such as advancing digital payment systems and enhancing cybersecurity measures for greater security.    Read the article here: https://lnkd.in/es-Zaycp

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🚀 The UK Consumer Duty: Redefining Project Management Deliverables for Long-Lasting Impact 🚀 In the world of financial services, the introduction of the UK Consumer Duty has brought about a significant shift in how businesses approach their operations. It’s no longer just about meeting the bare minimum—it’s about ensuring that every action leads to real, measurable outcomes that benefit the consumer. For those of us in project management, this outcomes-based approach isn’t just a regulatory requirement—it’s an opportunity to reshape how we deliver value. Effective project management is now more crucial than ever. With the emphasis on longevity and sustainability, we’re tasked with creating deliverables that don’t just tick the boxes today, but also stand the test of time. It’s about planning for the future, anticipating needs, and ensuring that every project aligns with the broader goals of consumer protection and business integrity. Over the last year, I’ve had the privilege of leading Consumer Duty-related initiatives, and it’s been a game-changer. The focus on longevity and sustainability means we’re tasked with creating deliverables that don’t just meet today’s needs but are built to last. The impact of this is profound. We’re not just managing projects—we’re contributing to shaping the culture of entire organisations. By integrating Consumer Duty principles into our project management frameworks, we create a holistic approach that brings teams together, fosters collaboration, and builds a shared commitment to doing right by the consumer. The future potential here is truly exciting. As we embrace this outcomes-based approach, we’re setting a new standard for what project management can achieve. We’re moving beyond deliverables that meet short-term goals, toward creating projects that drive lasting, positive change. It’s a challenge, but one that promises to elevate our industry and deliver real, tangible benefits for consumers and businesses alike. 💼💡 Let’s continue to lead with insight, foresight, and a passion for excellence—together, we’re shaping the future of project management! #ProjectManagement #ConsumerDuty #OutcomesBasedApproach #Leadership #Fintech #Innovation

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Starling Bank appears to have decided to get people back into the office without much thought. Maturity measures the extent to which business and people strategies are integrated. This example highlights how a business strategy to run with minimal office space conflicts with a decision to get staff working within it. How will they house the people hired primarily to work from home? It also highlights the risk of a poor decision-making process. One key characteristic of a mature organization is the nature of decision-making. Mature firms are collegiate in how they make decisions. Importantly, they ensure that anyone who can add value to a decision should be involved. This may make it slower but it usually creates two critical outcomes: decision-making is right more times than wrong and it can be acted upon swiftly. Starling is now losing staff: “Being asked without warning to take on the time, expense and life disruption of returning to the office for half of the working week is not something I can personally understand or accept, so I made the decision to resign.” Several other maturity red flags arise from this one episode alone. What do you think they are? If you want to see the diagnostic questions we use, you can see them here: https://lnkd.in/ecKetrAC #leadership #humancapital #strategy #risk https://lnkd.in/ehATzvnD

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