We understand the power of listening, the importance of insight, and the value of genuine relationships.

Duty CX believes in more than just improving customer interactions; we're dedicated to assisting our clients deliver the duty they owe to their consumers, particularly within the intricate landscape of UK Financial Services.

Founded and led by James Edmonds, a seasoned Director with a distinguished career in delivering strategic and customer focussed business solutions, Duty CX specialises in guiding organisations through the complexities of Consumer Duty while linking to and optimising all aspects of CX.

Duty CX brings leading Consumer Duty and CX consultancy to clients in Financial Services and wider industry.

James has operated in senior CX and Strategy roles primarily in Financial Services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, and Nucleus.

In more recent years, James has developed a specialism in interpretation of FCA regulation, enabling businesses to be both compliant, and to differentiate themselves via exciting approaches.

James’ work on Vulnerable Customer strategy has received external recognition, speaking at events on many occasions, including TISA’s Vulnerable Customer conference.

James' thought leading approach to Consumer Duty has featured in FT Adviser and Money Marketing articles, and he writes in various other publications regarding CX, Insight, and Vulnerability.

Duty CX has a focus on integrity and excellence, offering bespoke CX and Consumer Duty solutions that prioritise ethical practices and regulatory compliance, ensuring our clients thrive in an ever-evolving marketplace.

At Duty CX, our commitment to our clients goes beyond providing solutions; where we determine that we cannot offer the specific Consumer Duty or CX solution needed, we will leverage our extensive network of known and trusted partners to connect our clients with the expertise they require.

In The Press