Closing the conduct risk remediation gap: the missing pathway from insight to action

Detection is faster than ever - but lasting behavioural change still lags behind.

AI and advanced QA tools now give us real-time visibility into every customer interaction. We can identify conduct risk breaches at scale - across calls, chats, and even face-to-face conversations. But surfacing a breach is only the beginning.

The real question is: what happens next?

For many organisations, there’s still no reliable way to ensure remediation becomes behaviour - and behaviour becomes habit. That’s the conduct risk remediation gap. And in a world of 100% monitoring, it’s getting harder to ignore.

100% monitoring is coming - and it raises the stakes

Across regulated industries, we’re seeing a rapid shift toward total interaction visibility.

In contact centres, leaders are actively exploring what 100% call monitoring means - not just technically, but operationally. Many are realising that with full transparency comes full responsibility. Every misstep, every breach, every inconsistency is now visible - and auditable.

Globally, the direction is clear:

• Banking and insurance are already required to record all customer conversations tied to advice or sales - even in person.

• Health insurers in the U.S. must now record 100% of calls with Medicare beneficiaries.

• Energy and utilities are expanding omnichannel QA to manage conduct and compliance at the frontline.

Soon, every customer conversation - phone, video, chat, even Zoom - will leave a trace. And every trace will need to be accounted for.

That’s the shift: more insight, more exposure, and more pressure to act.

Why detection alone won’t protect you

Increasingly, regulators are less concerned with whether breaches occur - and more concerned with how organisations respond. The pattern of identifying risk signals but failing to act on them is drawing legal scrutiny. That’s why closing the loop on people risk matters more than ever.

Closing the loop requires more than process updates. It requires a faster, smarter remediation pathway - one that turns insights into habits, and habits into measurable change.

Here’s what we see working:

1. Define the behaviours clearly

Ambiguity is the enemy of improvement. Vague terms like “show empathy” or “build trust” don’t help. Micro-behaviours - the observable, coachable actions that show up in conversations - give teams the clarity to act and the language to coach.

2. Embed coaching into rhythm

Behavioural change doesn’t happen in one conversation. It takes repetition, structure, and alignment. When leaders know what to coach, how often, and where to focus - coaching shifts from reactive to strategic.

3. Track and adapt in real time

Remediation must be visible - to team leaders, senior leaders, and risk teams. Are the right behaviours being coached? Are coaching conversations happening with the right frequency and quality? Are we seeing improvement - or noise? Without this visibility, even the best remediation plan stalls.

This isn’t about adding more process. It’s about building repeatable, human-centred systems that sustain momentum.

What YakTrak + GRIST bring to the table

GRIST helps leaders define the micro-behaviours that matter - behaviours that build trust, reduce risk, and drive performance.

YakTrak turns that clarity into action. It embeds those behaviours into coaching workflows, reinforces them through structured leadership rhythms, and tracks progress in real time - creating a data-driven, behavioural remediation engine.

Together, we help organisations:

• Remove the guesswork from remediation

• Align leadership around what good looks like

• Embed accountability into coaching, not just policy

• Prove that behavioural risk has been addressed - not just acknowledged

This is what it looks like to turn detection into direction - and direction into improvement.

The loop doesn’t close itself

Every time you surface a risk, you open a responsibility.

100% monitoring is making it harder to miss the breach - and harder to excuse inaction. But it’s also opening a smarter pathway: one where remediation isn’t a vague promise, but a measurable process.

Closing the loop means treating remediation not just as a compliance task, but as a capability opportunity. It’s about empowering leaders, tracking progress, and making behavioural improvement part of how your business works - not just how it reacts.

That’s the future we’re building - and it’s already working.