Operational Excellence

Put customers at the heart 308 176
Operational Excellence

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

Can it be outsourced 308 176
Outsourcing

White Paper: Can it be outsourced? - Considerations for selecting a KYC and AML partner

Three keys to outsourcing
Outsourcing

Three keys to a flexible outsourcing agreement

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

Integrity blue
Customer Servicing

Living on debt row – how effective will the FCA be in tackling the inherent challenges of high-cost credit?

H yellow big
Operational Excellence

Infographic: making quality assurance outcomes focused

Path green
Operational Excellence

Is PCP (Personal Contract Purchase) driving customer detriment?

Connection blue
Operational Excellence

Becoming the John Lewis of financial services – what does it really take?

Focus yellow
Culture

Consumer credit - staff remuneration and incentives

H purple small
Operational Excellence

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

H green big
Complaints

Social media and customer complaints

H blue big
Operational Excellence

Advancement versus bureaucracy - leading the charge on innovation

H blue small
Technology and Data

The rise and rise of ‘fintech’…and how you can keep it in check

Growth green
Customer Servicing

Price comparison websites - A thematic review and the Huntswood view

H blue small
Culture

Leadership and enabling cultural change

H yellow small
Complaints

Learn to love your complaints

H green big
Customer Servicing

Financial promotions failings

Path yellow
Operational Excellence

Consumer credit products - are your promotions clear and fair?

H blue small
Technology and Data

Incoming! What can’t you plan for?

Integrity purple
Operational Excellence

Financial services execs on Twitter - are you using it?

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

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