"Firms across a variety of financial sectors are realising just how critical it is to have the right technology and robust data to not just meet their regulatory requirements, but to deliver a service that meets the demands of their customers."
- Andrew Gething, Managing Director at MorganAsh
Alongside this appointment, James Edmonds serves as Managing Director at Duty CX, Commercial Director at Investor in Customers Ltd, and Global CX Consultant at Lexden CX. He has operated in CX & strategy roles across Financial Services for nearly two decades, having worked for established brands such as Legal & General (L&G), RSA Insurance, More Than, JUST, James Hay, and Nucleus.
In his new role, James will be working closely with the senior team to support the company’s customer vulnerability proposition, and to help more firms across sectors with implementing vulnerability assessments.
“As I first expanded into the world of customer vulnerability and Consumer Duty, it quickly became clear that MorganAsh is a driving force in that community. It’s been great to get to know Andrew and to work with MorganAsh and see the full capabilities of its MARS platform and its data. In this consultancy role, I aim to work with the team to help firms roll out MARS and adopt its proven Consumer Duty proposition, all while supporting MorganAsh’s efforts from both a CX and a commercial perspective,” he explained.
He said: “This enables advisers and firms to deliver better ‘in the moment’ customer service to vulnerable customers which hasn’t existed before in Financial Services. It’s a really intelligent way to deal with such a serious issue that’s good for the customer and good for the organisation, and I’m looking forward to getting stuck in.”
Andrew Gething, Managing Director at MorganAsh, added: “Having known and worked with James for several years, I know his expertise will be hugely valuable as our MARS platform and our wider proposition helps more firms navigate both Consumer Duty and customer vulnerability.
“Firms across a variety of financial sectors are realising just how critical it is to have the right technology and robust data to not just meet their regulatory requirements, but to deliver a service that meets the demands of their customers,” he concluded.
