Operational Excellence

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

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

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

H green big
Complaints

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

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?

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

How do you stack up Blog 308 176
Complaints

How do you stack up? – Effective benchmarking of complaints performance

Value for money Blog 308 176
Customer Servicing

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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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