Behavioural Economics Webinar
Customer Decisions: what psychology and behavioural economics can teach us
Overview
Behavioural economics is an inter-disciplinary science that helps us to understand human behaviour and decision-making patterns. It has played an increasingly important role in projects undertaken by the FCA. Behavioural economics gives us invaluable insights into how we can adapt the way we provide information, understand customer decision-making processes, shape the sales process (including the concept of nudging) and engage more effectively with potential or existing clients.
Learning Objectives
By the end of the session, participants will be able to:
- identify the role behavioural economics can play in the insurance and financial services industry.
- understand the application of behavioural economics to decision-making and the sales process.
- apply the knowledge gained to implement a strategy for winning new business and retaining existing business.
Speaker Biography
Jeff Heasman, Insurance Upskill
Jeff Heasman is a leading international trainer and is recognised throughout the world for his work around soft skills within the insurance and financial services industries. Jeff holds both a bachelors and masters degree in laws and after many years of experience working within the legal and insurance industries as a litigation executive and senior liability adjuster, Jeff subsequently qualified as a language instructor and is a certified practitioner member of the Academy of Modern Applied Psychology.
Jeff has been Dean of the Faculty of Law at Cavendish University Zambia (CUZ) in Africa, where he was also a lecturer in the law of torts. He has also been a tutor in law and language at Swansea University. He has delivered courses in Business English to MBA students and company directors at ESIC University in Pamplona, Spain. He still provides personal tuition in communication skills to executives in banks and financial services across the world but especially in Turkey and Spain.
Jeff has delivered many public lectures on subjects such as the law of torts and plain language and has provided training in insurance law and practice to some of the world's largest and most prestigious organisations, as well as regularly providing seminars for the Chartered Insurance Institute (CII) and Chartered Institute for Securities and Investments (CISI). Jeff is often asked to write blogs and articles for different organisations on law, skills and communication, including for the global industry newspaper, The Lawyer. He has taken part in media debates on the insurance industry in the UK and has also appeared on national television and radio in various countries, primarily talking about professional communication skills. He maintains close links to the insurance industry by providing plain language editing services to help companies ensure their documents are readable and accessible for customers.
To view our image and video capture consent statement, please click here.
CII Accredited
This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.
1 hour's CPD can be claimed for this event if relevant to your learning and development needs.
It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.