The Challenge: At its peak in December 2023, complaint volumes had escalated to the point where ~300+ FTE were required to keep pace with demand, resulting in unsustainable cost base for the client. A lack of visibility within Salesforce made it difficult to track cases through to resolution, contributing to
The Challenge: Key challenges included recruiting and retaining talent at scale, supporting continuous product launches, improving customer satisfaction and first contact resolution, and maintaining performance through changes to service demand, field support challenges and vulnerable customer needs. Our Solution: ResultsCX has partnered with this organisation for more than a decade
The Challenge: Key challenges included rapidly scaling the operation, improving customer experience, reducing operational cost and resolving inefficiencies in first line resolution and engineer appointment booking processes. The client needed a partner that could deliver long term stability while embedding a customer centric culture at scale. Our Solution: Huntswood partnered
Transforming insurance operations for the digital age The insurance industry is evolving rapidly, driven by changing customer expectations, regulatory requirements, and the need for operational efficiency. At Huntswood, we help insurers navigate this transformation by combining deep domain expertise with innovative solutions that deliver measurable outcomes. Our approach begins with
Regulatory update – FCA motor finance redress scheme consultation – 8th October 2025 Background The Financial Conduct Authority (FCA) has proposed a redress scheme to address widespread concerns about undisclosed commission arrangements in motor finance agreements. This follows a landmark Supreme Court ruling in August 2025, which clarified that certain
Regulatory Updates – 17 July 2025 In her inaugural Mansion House speech, Chancellor Rachel Reeves set out a bold agenda to reform the UK’s financial regulatory landscape. Addressing City stakeholders, Reeves described current regulatory constraints as a “boot on the neck” of British business, arguing that excessive bureaucracy is impeding innovation and economic
