Operational Excellence Articles

Focus green
Customer Servicing

The SOLRs are here to stay

Utilities empathetic
Customer Servicing

The debt collection challenge: why an empathetic approach is key

Energy price cap increase
Customer Servicing

Energy price cap increase: An opportunity to build stronger customer relationships

Prioritise fpoc
Complaints

Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

Equation
Advice and suitability

Managing the payment deferral crossroads

Insurance future sicsic
General regulation

The future of General Insurance pricing

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Robust function
Operational Resilience

How financial services can regain its operational resilience

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

Dear CEO Insight 308 176
Operational Excellence

General insurance, pricing, and ever-increasing scrutiny

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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