Join us on 20 May, 11:00–12:00 for an exclusive best practice session where we will explore how organisations are evolving their complaints handling approaches to deliver better customer outcomes, stronger colleague experiences and greater regulatory confidence.
With Lloyds Banking Group setting the context from their current transformation across Consumer Channels, this session will focus on learning from cross-industry experiences.
Rather than a single model, we will examine the different approaches organisations are taking - what’s working well, what challenges remain and where there are opportunities to improve first point of contact resolution.
Special Feature: Award-Winning Case Studies
We will also hear directly from the winners of the Complaints Team of the Year at the recent CCA Excellence Awards, who will share short case studies bringing to life their success, key approaches, and lessons learned.
Key discussion questions:
- How are organisations designing their complaints operating models (e.g. centralised vs federated), and what are the lessons learned?
- What approaches are proving effective in achieving right-first-time resolution and consistent decision making?
- How are organisations building colleague capability, engagement and wellbeing in complaints roles?
- What does “good” look like when it comes to delivering strong customer outcomes and building trust?
- How are organisations using complaints insight to drive learning and preventative change?
- What has needed to change over time to sustain high performance?
If you have any questions or would like to contribute to the agenda, please don’t hesitate to get in touch.
We hope you can join us – please register your place on the button above.