Ewen Fleming in Executives Diary: how do you know customers got good outcomes?

Our Chief Commercial Officer spoke to Executives Diary Magazine about why reviewing a sample of customer calls is no longer enough.

Your board report says customers got good outcomes. But if that’s based on reviewing less than 2% of calls and chats, how do you know?

That’s the question at the heart of Ewen’s interview with Executives Diary. He draws on more than 40 years in financial services, from running banking operations at NatWest and Santander to advising firms at Grant Thornton and Johnston Carmichael. He covers:

• why reading every customer interaction, not a sample, changes what firms can see and fix

• why the right AI for this job is small and specialist, not general-purpose

• what four decades of short-termism in the industry have taught him about lasting value

• his five-point playbook for making the case for AI inside a regulated business