Culture and conduct risk management 'must focus on customer'

Openness and customer experience central to avoiding conduct losses

Speakers at the OpRisk Europe conference in London today emphasised the importance of openness, clear reporting and customer focus in dealing with culture and conduct issues. Nestlé's head of group risk management Marc Schaedeli admitted the company had reacted badly to protests and demonstrations over its use of palm oil, which has been linked to massive habitat destruction by plantation owners in east Asia and Africa.

"We didn't believe Greenpeace's criticism was relevant to us," he said. "We