Most regulated firms are drowning in complaints data they cannot use. Thousands of unstructured case files, call recordings, and public reviews — all containing signals that could prevent the next complaint, satisfy the next audit, and protect the next customer. But without the intelligence to read them, they remain exactly that: noise.
ConnectCX is the intelligence layer of Complaints360 that converts unstructured complaints, calls, and public reviews into structured, regulator-ready insight that boards, risk teams, and operations can actually act on. Not sampled. Not summarised. Every complaint — classified, enriched, and connected to the root cause that drove it.
Five autonomous AI agents work continuously across your data classifying What went wrong, Where in the journey, Why it happened, the Impact it caused, and Who was affected. The result is a causal chain from surface symptom to systemic root cause with full explainability, and a human-auditable evidence trail at every step.
Classifies precisely what the complaint is about — product, service, process, or conduct with consistent, audit-ready categorisation at scale.
Identifies exactly where in the customer journey the failure occurred, pinpointing the breakpoint that triggered the complaint.
Traces the causal chain from surface symptom to systemic root cause, distinguishing isolated incidents from structural failures.
Quantifies the financial, regulatory, and reputational impact of each complaint and root cause, including FOS uphold exposure and Consumer Duty risk.
Identifies who is affected, including vulnerability indicators, customer segment, and whether harm is isolated or systemic across a population.
ConnectCX ingests, enriches, and connects data in real time across complaints, voice, and external regulatory signals, creating a single, unified picture no individual data source can provide alone.
Structured and unstructured complaint cases ingested directly from your CRM — classified, enriched, and connected to root cause in real time, without manual tagging or sampling.
Transcribed and analysed at scale — surfacing complaint signals, vulnerability indicators, and sentiment patterns from calls that never make it into a formal complaint file.
External complaint intelligence from Trustpilot, Google, and sector review platforms — enriched alongside internal data to give a complete view of customer experience across channels.
Industry complaint data published by the FCA ingested and benchmarked against your own, identifying where your complaint profile diverges from sector norms before a regulator does.
Financial Ombudsman Service decisions and uphold patterns enriched into your intelligence feed, quantifying FOS exposure and calibrating your internal decision-making against external outcomes.
ConnectCX integrates with your existing CRM and case management infrastructure — a single unified platform without the disruption of replacing what already works.
ConnectCX delivers the right insight to the right person, from the board to the frontline, with the evidence, explainability, and action-readiness each role demands.
Structural advantages that make ConnectCX the only intelligence platform built for the specific complexity, regulatory exposure, and consumer expectations of UK regulated complaints.
ConnectCX was designed from the ground up for the regulatory environment, complaint taxonomy, and consumer duty obligations of UK financial services — not adapted from a generic analytics tool.
The only platform that combines your internal complaints data, public review signals, FCA sector data, and FOS decisions into a single, unified intelligence view. No other source gives you the complete picture.
ConnectCX quantifies FOS uphold exposure and Consumer Duty risk in financial terms, giving you the evidence to act before the regulator identifies the issue, not after.
ConnectCX powers insight across the entire Complaints360 framework, informing Consult360 advisory, feeding Outperform360 quality governance, and driving Evolve360 transformation at root cause level.
ConnectCX moves your complaints function from a retrospective reporting exercise to a forward-looking intelligence operation, surfacing systemic issues before they become regulatory events.
Every classification, every root cause, every risk flag carries a full evidence trail and transparent reasoning, so your board, your risk team, and your regulator can follow the logic at every step.
ConnectCX fundamentally changes how regulated firms relate to their complaints data — moving from a reactive, retrospective function to a proactive intelligence operation.
ConnectCX is not a standalone analytics tool. It is the intelligence backbone of Complaints360 — powering insight, informing delivery, and driving transformation across every module.
ConnectCX intelligence informs every Consult360 advisory engagement — grounding regulatory strategy in live complaint data rather than historical snapshots.
Root cause insight feeds directly into Outperform360 quality governance — ensuring handlers, QA teams, and client reporting are aligned to the issues that matter most.
Complaint volume forecasting and demand signals from ConnectCX support Resolve360 capacity planning — so resource is deployed ahead of surge, not in response to it.
The intelligence layer that converts complaint data into the structured insight your board, risk, and operations teams need to prevent the next complaint — not just resolve the last one.
ConnectCX gives you the intelligence to read them — in real time, at scale, and to the standard your board and regulator expect.
