(London, UK) Outbound right party contact (RPC) rates in Collections have fallen 80.8% year on year, from 2.19% in August 2025 to 0.42% in August 2026, according to Auriemma Group’s monthly UK Collections and Recoveries benchmark. Auriemma’s latest Collections and Recoveries Roundtable explored what is driving the decline and how firms are adapting their contact […]
(London, UK) UK retail banking operations are facing a growing mental health challenge among frontline staff, driven by evolving role demands, rising customer aggression, and the complexities of hybrid work, according to new insights from Auriemma Group. Benchmarking data reveals a steady rise in mental health-related absences over the past year, prompting banks to rethink […]
(London, UK) Artificial intelligence (AI) has emerged as a key focus for retail banking operations in recent months. Auriemma Group’s latest series of roundtables tackled the ever-growing space, discussing current usage of AI solutions and how members plan to utilize AI to further enhance their offerings. “There’s a significant amount of interest in AI across […]
After a very successful inaugural meeting and growing client demand, we’re excited to announce that we have finalised the date for our next Regulatory Compliance and Privacy Roundtable on the 28th of February in London. During this session, we intend to continue to do a deep dive into how firms are implementing the New Consumer […]
Last week concluded our autumn set of roundtables, where we had representation from 23 financial services firms. As always, the roundtables consisted of ample networking opportunities and engaging discussions. Some highlights from the meetings were: Our Fraud Control Roundtable did deep dives into application and social engineering fraud trends and mitigation techniques. Stephanie Fitzgerald opened […]
(London, UK) Financial services customer complaint volumes are set to increase amid the uncertain macroeconomic environment and customers’ growing awareness of potential complaint payouts. According to Auriemma Group’s latest Customer Service and Complaints Roundtable, approximately one-third of members have already reported increases in the last three months. This, coupled with customers’ growing desire to complain […]
Consumer Duty is finally here, but how is the financial services industry approaching it? Join us for our inaugural Regulatory Compliance Roundtable meeting on the 18th of October at the St. Pancras Renaissance Hotel London from 9:30 – 17:00 GMT. The discussion will be primarily focused on the FCA’s New Consumer Duty Act; however, the […]
Our autumn set of roundtable meetings are taking shape, and we would welcome you and your team to join us as our guest. The dates for the upcoming meetings are: Fraud Control Roundtable – 2nd and 3rd November – Manchester Customer Service and Complaints Roundtable – 15th and 16th November – Birmingham Collections and Recoveries […]
Secure your spot at Auriemma’s upcoming Drinks Reception and Keynote Speaker Event! Auriemma is excited to announce our upcoming drinks reception and keynote speaker event, Debit Cards, Current Accounts and Payments in an Era of Open Banking, on the 28th of September at the St. Pancras Renaissance Hotel London from 18:00 – 21:00 GMT. The […]
(London, UK) The Financial Conduct Authority’s (FCA’s) New Consumer Duty went into full effect on the 31st of July 2023. Auriemma Industry Roundtable members have been eager to collaborate with one another on how the regulation could affect each operational area and on what changes they are prioritising. At each meeting this year, roundtable members […]