Amplifi and CUE join forces to tackle the investment industry's customer understanding challenge

EntSun -- Today, Amplifi and CUE announce a partnership to help financial services firms tackle one of the biggest challenges under the FCA's Consumer Duty: demonstrating that customers can genuinely understand the information they receive from financial firms.

The partnership comes as the FCA intensifies its focus on the effectiveness of investment communications. In a recent review of pre-sale disclosures, the regulator found that all 172 documents assessed using Amplifi's intelligibility platform fell below its benchmark for customer understanding.

Both firms bring complementary strengths to the partnership, and both maintain a robust audit trail. Amplifi (https://amplified.global/) brings AI-powered document analysis that allows firms to test communications at scale, supported by a regulator-recognised intelligibility score. CUE (Customer Understanding Exchange) (https://customerunderstandingexchange.com/) brings deep financial sector specialism, live consumer testing capabilities and expert-led remediation. Together, they give firms a fully documented evidence base for their Consumer Duty outcomes.

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The partnership will help firms move beyond just identifying problems in customer understanding to evidencing how they have addressed them. Firms will be able to assess entire portfolios of customer literature, prioritise documents with the greatest intelligibility risk, test understanding with real consumers and make evidence-led improvements.

Minesh Patel, CEO of Amplifi, says:

"This partnership lets us do what we do best and lean on a specialist when our clients need more. CUE's sector depth in investment is exactly the complement our intelligibility score needs to make a real difference for firms and their customers."

Zak de Mariveles, co-founder of CUE adds:

"Consumer Duty has raised the bar for investment firms. It's no longer enough to assume that providing information means customers will understand it. Firms need to identify where understanding may break down, test that understanding and demonstrate what they've done to improve it. Amplifi's ability to assess a client's entire portfolio of customer documents allows us to focus our remediation efforts where they are most needed. This will help our clients take a more targeted and measurable approach to improving customer understanding, and to score their documents against a regulator-recognised benchmark."

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