CX In Regulated Environments


Are Compliance Messages A Misunderstood Hero?

In a world of rules and regulations, there’s certain information you’re expected to share with your customers. You might need to explain how you keep their data safe, or that you record their calls. With a risk of hefty fines and public damage to your brand, it’s crucial to stay on top of it.

Compliance messages are often seen as villains to the call flow, but they actually keep both you and your customers safe and protected. A misunderstood hero, perhaps. These messages can be tricky to master, but with the right tone of voice and scripting, you can make them a positive part of your customer journey.

Different regulatory bodies monitor standards across their specific industries. Depending on your industry, you may be dealing with Office of Communications (OFCOM), the Financial Conduct Authority (FCA), The Payment Card Industry Data Security Standards (PCI DSS), The Data Protection Act or various others.

We’ve helped lots of organisations make their compliance messages more customer-friendly and less disruptive. We look at where the messages sit within the journey, and how their positioning might affect the experience. Then we give the wording some attention. These regulatory bodies run a tight ship, but there’s nothing to stop you sounding more human and clear. We dissect the messages, crack down on their meaning and reassemble them in a way that means something to the customer.

Sometimes it’s a simple fix. And sometimes you just need a pair of external eyes to help see through the fog. If you’re feeling adventurous, we also have innovative new technologies that work in-line with your existing set-up.


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