Customer Servicing

Make it easy to be a customer
Customer Servicing

Guest Article: “Make it easy to be a customer” – The key to good customer experience

First point contact complaints resolution
Complaints

“Get it right the first time” – Aiming for 'first point of contact' complaints resolution

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Complaints

White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Gi pricing insight 308 176
Fair pricing

White Paper: Paying a fair price for loyalty

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

The winter blues 308 176
Operational Resilience

Infographic: The Winter Blues

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

Integrity yellow
Customer Servicing

Can consumer trust in financial services be driven by the product transparency revolution?

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Operational Excellence

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

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Complaints

Social media and customer complaints

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Operational Excellence

Advancement versus bureaucracy - leading the charge on innovation

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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

Connections yellow
Customer Servicing

The ABI and insurance renewals

Growth blue
Vulnerable customers

Considering vulnerable customers: are you doing all you can?

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Customer Servicing

Financial promotions failings

Growth purple
General regulation

Consumer apathy or barriers to switch?

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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