Operational Excellence

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

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Financial Crime

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

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

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

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?

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

Managing digital conduct risk blog 308 176
Operational Excellence

White Paper: Managing digital conduct risk - ensuring the delivery of fair outcomes

Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

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Operational Excellence

Smart meters – how can firms minimise the conduct and operational risks and maximise the benefits?

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Operational Excellence

Case study: Huntswood transitions and transforms 1,200 FTE outsourced operation

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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