We are passionate about making sure investment products are explained clearly and accurately to investors. Discover why this is so important to us and what we’re doing to improve customer understanding across our industry.
Customer Understanding starts with understanding who your customers are. This article explores why prospective investors may differ materially from the wider population, and what that means for Consumer Duty, communication design and customer understanding.
Consumer Duty talks a lot about plain English, but the practical question is what firms should actually be looking for. This article draws on new CUE calibration research showing that customer understanding risks rise sharply when familiar drafting problems combine, especially within individual paragraphs.
Most communication professionals know about readability scores, but not everyone understands what they actually measure. This article explains how Flesch Kincaid, Fog, SMOG, ARI and similar scores differ, what they miss, and why meaningful Customer Understanding work has to go beyond a single number.
Most people’s first instinct is the same: upload the document, ask AI to simplify it, and assume the problem is solved. This article explains why that approach breaks down in regulated communications, and why reliable customer understanding evidence needs far more than a clever prompt.
