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Running a customer-centric business: how the FMA wants to see it done

Wednesday 27th of April 2022

Claire Bolingford, the FMA’s director of banking and insurance, says focusing on customer and investor outcomes, rather than complying with specific rules, involves a major shift in mindset for the industry.

A good start is to exercise what she calls “an empathetic focus on the customer”, viewing everything from the customer’s perspective. This should happen duri...

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