Make customer-centricity operational, not just aspirational.
The Financial Conduct Authority (FCA) Consumer Duty sets a new standard: UK financial services firms must deliver good outcomes for retail customers across every touchpoint.
Smaply helps you embed customer-centricity into daily operations, so you can understand journeys, spot pain points, improve support, and demonstrate compliance with confidence.
● Customer Journey Management Software
Smaply gives financial services teams the tools to visualise, manage, and improve customer experiences in line with FCA expectations. From onboarding to ongoing support, use journey maps to:
● Visualise your customer journey
Use journey maps to visualise the full customer experience, from marketing to post-sale support. Capture pain points, emotions, and needs across every touchpoint and channel.
This structured view helps you:
Transform customer journeys into strategic assets for FCA compliance.
● Make compliance customer-centric.
With journey analytics, uncover why customers struggle or abandon a process. Track behaviours, segment insights, and remove barriers that prevent positive outcomes.
Use maps to:
● Measure satisfaction at every touchpoint
Consumer Duty calls for consistent support before and after purchase.
Smaply lets you map and compare service journeys to:
● Improve timing and transparency
Complex products demand clear, timely communication.
With Smaply, you can:
● Make data-driven decisions
Go beyond gut feel. Use metrics and KPIs embedded in journey maps to track and improve performance.
With Smaply, you can:
● Make customer-centricity operational
Smaply helps financial services firms embed journey management into day-to-day operations.
With Smaply, you can:
● Align teams around the customer
Journey maps create a shared language across departments, from compliance and IT to marketing and support.
This helps you:
● Map journeys with ease
Easily create detailed journey maps with stages, touchpoints, emotions, personas, channels, and more - no design skills needed.
● Connect insights to action
Link pain points, opportunities, and solutions directly on maps. Add context with research data and visualize impact at a glance.
● Tailor journeys by persona
Map experiences for different personas and roles. Compare journeys to understand unique needs, expectations, and challenges.
● Monitor performance with data
Bring in data from tools like Google Analytics, Power BI, or Excel. Track KPIs and monitor journey health with visual indicators.
● Work together in real time
Work together across teams with live editing, comments, tags, and filters. Keep everyone aligned and engaged, no matter where they are.
● Organize and scale journeys
Manage multiple journeys, personas, and insights in one place. Navigate from high-level overviews to detailed steps with journey hierarchies.
