Most transformation programmes fix symptoms. Evolve360 addresses root causes. We apply four interlocking levers — process excellence, AI & automation, analytics, and contact deflection — to drive down complaint volumes, accelerate resolution, and build the operational infrastructure for continuous improvement.
Our approach is built on 30 years of complaints domain expertise combined with ResultsCX’s AI and technology capability. That means we don’t just recommend technology; we design, deploy, and operate it in live regulated environments, with the regulatory intelligence to ensure every change is compliant, controlled, and auditable.
Evolve360 can be deployed as a standalone transformation programme or as the natural next step following a Consult360 advisory review, giving you continuity of expertise from diagnosis through to execution and sustained improvement.
Every engagement is underpinned by our proprietary ConnectCX platform, which ingests complaint data, FCA and FOS data, customer sentiment, and competitor intelligence to surface the systemic drivers of complaints and track the impact of every intervention over time.
End-to-end journey redesign using Design Thinking and Lean/Six Sigma to eliminate handoffs, rework, and customer effort.
Intelligent triaging, FRL automation, AI complaint handlers, unified agent workspaces, and simulated learning — applied selectively and safely.
ConnectCX ingests complaint data, FOS data, sentiment, and competitor intelligence to surface systemic issues and prevent recurrence.
Upstream RCA fixes, AI voice and email agents, proactive outreach, and self-serve enablement to prevent complaints before they occur.
PROHANCE and AmplifAI deployed to optimise workloads, drive coaching effectiveness, and surface actionable performance insights.
Closed-loop feedback between RCA, governance, training, and technology — so every resolved issue makes future complaints less likely.
Reduction in manual FRL drafting effort with Gen AI automation
Of simple complaints autonomously resolved by AI complaint handlers
Efficiency improvement achieved for a leading vehicle finance provider
Compliance accuracy improvement through intelligent workflow automation
Evolve360 applies four interlocking transformation levers across your complaints function. Each lever is designed to be deployed independently or in combination — scaled to your maturity, sector, and regulatory environment.
We reengineer the complaints journey using Design Thinking and Lean/Six Sigma to eliminate handoffs, reduce rework, and drive down customer effort and regulatory risk. Every resolution journey is mapped end-to-end, waste is quantified and removed, and an optimised future-state process is deployed with controls for consistent quality.
We prevent complaints before they occur. RCA diagnostics identify systemic upstream triggers; AI voice and email agents handle low-risk outbound interactions; and proactive outreach reduces customer follow-ups on complaint status. The result is a sustained reduction in avoidable demand — not just faster handling of existing volumes.
We deploy a suite of AI capabilities across the complaint lifecycle — from intelligent triaging and automated FRL generation to AI complaint handlers and unified agent workspaces. Every deployment is human-controlled, auditable, and aligned to regulatory expectations. AI accelerates speed and insight without introducing regulatory risk.
Our ConnectCX platform ingests complaint data, FCA data, FOS data, Trustpilot reviews, and competitor intelligence in real time — surfacing the systemic patterns that drive volume. Analytics move from insight to action: categorise root causes, decode customer sentiment with NLP, measure resolution quality, and predict emerging complaint clusters before they escalate.
Our AI investment is already live across financial services, utilities, and telecoms clients. Every capability is deployed with human oversight, audit trails, and regulatory alignment built in — not bolted on.
End-to-end drafting of compliant Final Response Letters by ingesting case data from multiple sources. Letters assembled using a modular, legally compliant clause library and generated for human review — consistent tone, structure, and regulatory alignment.
Virtual agents that autonomously process simple to mid-complexity complaints. Email AI agent understands intent, validates required information, retrieves relevant details, and generates responses — diverting low-complexity cases from human handlers.
Upfront processing automation covering basic case validation, DPA/DPO validation, duplicate case checks, intelligent case tagging, and priority flagging — accelerating case setup and ensuring consistent classification from day one.
Brings together customer profile, complaint details, AI-powered summary, treatment strategy options, and account data from 20+ applications into a single AI-orchestrated workspace eliminating manual lookups and reducing cognitive load.
AI-driven training engine that replicates real complaint scenarios for accelerated advisor upskilling. Continuously adapts learning paths based on individual performance and error patterns, reducing time-to-proficiency and improving resolution quality.
Automated Quality Assurance continuously evaluates interactions, identifies coaching opportunities, and improves consistency, compliance, and outcomes at scale. Paired with AmplifAI to give supervisors a consolidated performance view across teams and sites.
ConnectCX is our proprietary customer insight platform — the intelligence layer that sits across the entire Complaints360 suite. It ingests and processes complaint data, regulatory intelligence, and customer sentiment in real time, giving you a continuously updated picture of the systemic issues driving your complaint volumes.
Where traditional root cause analysis looks backwards at what went wrong, ConnectCX looks forward — identifying emerging patterns before they become regulatory events, benchmarking your complaint profile against FOS data and competitors, and automatically feeding insights into your improvement governance.
Every Evolve360 engagement is powered by ConnectCX, ensuring that the improvements we implement are targeted at the causes that matter most — and that their impact is measured objectively over time.
Case-level data from your CRM and case management system
Regulatory published data for sector and peer benchmarking
Ombudsman referral and overturn patterns for early risk signals
Customer sentiment and NLP theme extraction across public channels
Peer positioning and emerging risk patterns from competitor data
30 years of regulatory intelligence and best practice benchmarking
Most technology transformation fails in regulated environments because it optimises for efficiency without understanding compliance. Evolve360 is different — built by people who have spent careers on both sides of regulatory scrutiny.
Every AI deployment, process change, and automation is designed with FCA DISP, Consumer Duty, and vulnerable customer obligations built in. Not as constraints — as design principles. Our team includes former FCA and FOS practitioners who review every implementation.
Evolve360 is designed to follow naturally from Consult360 advisory review, feeding directly from diagnostic findings into targeted transformation. The same team that identified the problem deploys the fix — with no knowledge lost in translation.
We don’t just promise outcomes — we underwrite them commercially. Every Evolve360 engagement includes a costed savings analysis upfront, and our commercial model is designed around shared success: we are incentivised to deliver the transformation, not just design it.
Our AI is applied selectively where it accelerates speed and insight — not to replace human judgement on complex or vulnerable customer cases. Every AI output is reviewed and audited. We call this AI where it matters: controlled, safe, and operationally proven.
ConnectCX ensures transformation is self-sustaining. As complaint patterns evolve, insights update automatically, feeding back into governance forums, training updates, and process changes. Evolve360 doesn’t deliver a one-off improvement — it builds a continuous learning system.
Our teams sit inside your operations. We partner with your people to design, launch, and evaluate AI pilots in live environments, coach your supervisors and QA teams, and drive adoption through embedded change and enablement, not training events.
Evolve360 capabilities are deployed and proven across financial services, utilities, and telecoms clients. These are outcomes — not projections.
A structured approach to diagnose process gaps, design the optimal handling process, and drive measurable operational and compliance improvements — delivered through our Diagnose, Analyse, Design, and Optimise methodology, with controls embedded for consistent quality and timing across every complaint type.
The aim for me was finding a team that would value this work and invest the time and energy to really get to know and understand it, in order to deliver as best as possible. The Huntswood team has delivered precisely to brief and in a timely manner, too. I have been most pleased with the thoroughness of preparation and mobilisation of the service. This, combined with the obvious regulatory and strategic experience you all have has ensured great success.
Tell us about your complaint volumes, your current technology, and your biggest operational challenges. We’ll walk you through how Evolve360 would approach your specific environment — with proof from comparable regulated firms.
