Complaint management - Prevention is better than cure

In an environment where customers’ expectations are changing, we explore how moving beyond minimum regulatory standards to deliver excellence in customer care presents an opportunity for organisations to retain loyal customers.

See the full slides from our breakfast briefing which included:

• Insights on best practice in a consumer-focused culture in Financial Services firms;
• Complaints: What are we missing? A Behavioural Economics view;and
• Complaints - The opportunity. Redefining the operating model and making better use of data analytics.