Increasingly, financial services companies? commitment to fair and effective complaints resolution is a measure of its worth and its ability to hold onto customers.

The customer has always been king. But, never have they had more power or influence. Today they are more informed, self-assured and knowledgeable. They judge on social media platforms and share opinions indiscriminately. They have customer champions, who petition for better and fairer service and have been touched by mis-selling scandals - including the infamous payment protection insurance (PPI) pay out. They know their rights.

Meanwhile regulators use complaints data as a measure of how an organisation treats its customers. Increasingly, they focus on protecting vulnerable customers, while tasking financial service providers with more onerous compliance requirements than ever before.

In this webinar, we will look at why handling complaints effectively and efficiently matters, the regulatory perspective today, and also what financial services firms should do to ensure they have future-looking complaints resolution processes.

In this FREE webinar, the learning objectives are:

• Current regulatory issues and focus
• Key themes for improving customer resolution from a customer experience lens
• Insight into tools and techniques to enhance complaint handling now and into the future
• Why customer resolution matters for FS firms
• What does good customer resolution look like
• What can FS firms do to ensure they have effective and efficient processes in place to handle customer complaints - from both a customer experience and a regulatory perspective? 

Speakers:

• Craig Hamilton, Director, Managed Services (KPMG)
• Rachel Jordan, Manager, Insurance Regulatory (KPMG)

Structure/agenda:

• Outline client issues in FS. Examples can include:
  • How to reconcile improved customer resolution with the requirement to make service operations profitable
  • How to implement intelligent customer resolution which is proactive rather than reactive - moving away from manual processes 
  • How to meet regulatory obligations
• Where are businesses going wrong/struggling, and current regulatory focus? 
• What do we believe the key ingredients in best practice to be:
  • Self service
  • Complaint automation
  • HR & training
  • Bringing all touchpoints together through customer CX
  • Understand voice of customer - measure, track and act on customer feedback
  • Ensure explanation of how these address the client issue 
• Real life example - through Rachel Jordan's regulatory experience and possibly a Managed Services case study 
• The future of Resolution and what KPMG can offer 
• Summary
• Q&A