Digitalisation demands complaints excellence

The way a firm handles a customer complaint can prove to be a key moment of truth where customer loyalty is won or lost. While realising the promise of digitalisation, firms need to ensure they have robust processes in place that relate to legacy models and regulatory requirements.

Firms also need to be prepared for handling unforeseen spikes that can occur during complex digital change programmes.

Download and read our latest paper >>

 

Share this article:

Further Reading

Good outcomes demand an external view

29/05/2019 by

Customer outcomes are a critical indicator of conduct and culture. The regulator now expects firms to […]

The challenge for the Challengers

17/01/2019 by

Setting up a new bank requires significant upfront investment ahead of achieving scale; and one of […]

A new era for SIPPs?

15/11/2018 by

The Berkeley Burke court ruling has the potential to prompt increased regulatory action in the Self-invested […]

Services

Latest Articles

Good outcomes demand an external view

29/05/2019 by

Customer outcomes are a critical indicator of conduct and culture. The regulator now expects firms to […]

Read >

Digitalisation demands complaints excellence

05/03/2019 by

The way a firm handles a customer complaint can prove to be a key moment of […]

Read >

The challenge for the Challengers

17/01/2019 by

Setting up a new bank requires significant upfront investment ahead of achieving scale; and one of […]

Read >