Operational Excellence

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Paul whichello
Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Luke wootton
Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

H green big
Complaints

Case Study: Outsourcing of BAU complaint handling for a consumer credit organisation

H green big
Operational Excellence

Case Study: Increasing new business checking capacity

H green big
Complaints

Case Study: Complaint handling support for a large UK financial services firm

Focus purple
Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

Connections purple
General regulation

Case Study: Packaged bank account complaint handling for the UK’s largest retail bank

Dan Crisp
Operational Resilience

Discussing operational resilience with Dan Crisp

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Cyber security board
Operational Resilience

Cyber Security in the Boardroom - an interview with Stephen Head

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Robust function
Operational Resilience

How financial services can regain its operational resilience

Cyber security board webinar
Financial Crime

Webinar: Cyber security and the Board

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

Compalints excellence infographic 308 176
Complaints

Infographic: Are you really delivering complaints excellence?

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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