The Strategic Value of Complaints

Join us for our next in-person learning event in London on 26th March, in association with our partners at Service Economics, where we will be looking at “The Strategic Value of Complaints.”

Complaints are rising across most regulated sectors – not because customers have suddenly become more difficult, but because modern services are complex, fragmented and often slow to resolve uncertainty.

Under Consumer Duty, the regulatory lens has shifted. The Financial Conduct Authority and the Financial Ombudsman Service are paying close attention to complaint data — not just how quickly cases are closed, but what those complaints reveal about outcomes.

Many organisations still focus their energy on handling complaints well. That matters, but it’s only part of the picture. The harder questions are:

– What do your complaints tell you about how your service actually works?
– Where are customers getting stuck?
– Where is uncertainty driving repeat contact?
– Which parts of the journey are generating foreseeable harm?
– Are vulnerable customers over-represented in certain themes?

It’s free to attend this senior leaders’ forum where the focus will be on how to use complaint insight to improve services, reduce cost and strengthen outcomes. There’ll be a mix of respected industry expert speakers and interactive peer-to-peer discussions.

This event is limited to 40 spaces. Look forward to seeing you all there.

Who Should Attend?

This event is a must-attend for anyone involved in shaping and delivering exceptional customer experiences, particularly those addressing the complexities of serving vulnerable customers, such as

• Service Leaders
• Operations Directors
• Change Managers
• IT Directors
• CX Professionals
• Transformation Experts

If you’re passionate about optimising your customer operations and refining your customer strategy, this event is for you.