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Consumer Duty 2026
4 February 2026
Novotel London Tower BridgeLondon
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Consumer Duty - 2026 Agenda - GMT (Greenwich Mean Time, GMTZ)

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Consumer Duty - 2026 Agenda - GMT (Greenwich Mean Time, GMTZ)
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08:30 - 09:00
Registration & networking
09:00 - 09:10
Chair's Welcome
09:10 - 09:50
Maintaining quality data and MI along the customer journey
09:50 - 10:35
The role of agentic AI in consumer duty: enhancing customer outcomes
10:35 - 10:50
Morning Networking Break
10:50 - 11:30
How outsourcing can be used to drive competitive advantage
11:30 - 12:10
Dealing with the Impact of consumer duty on the wholesale Sector
12:10 - 13:10
Lunch & Networking
13:10 - 13:40
Nationwide's approach to customer communication & understanding:
13:40 - 14:10
Financial Ombudsman Service: Regulatory Keynote
14:10 - 14:20
Afternoon Networking Break
14:20 - 14:55
Consumer understanding: tailoring communications to different customer cohorts
14:55 - 15:25
Transforming principles of vulnerability into operational decisions
15:25 - 15:35
Chair's Closing Remarks
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