Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Posted: 5th February 2021

Phil Whichello, Director at YSC, talks through human behaviours and how firms should take into consideration these behaviours when building a complaints operating model. By gaining a deeper understanding of it customers, firms can improve experiences and in turn, increase levels of customer loyalty and advocacy.

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Paul whichello

Phil Whichello

Director, YSC