Huntswood’s 2019 Complaints Outlook combines consumer research from 5,500 financial services, utilities and travel customers with in-depth, cross-sector firm research. It identifies key changes in experience and customer expectations since the last Complaints Outlook was carried out in 2016. The performance of firms, sectors and industries is benchmarked to identify top performance and highlight best practices where it matters most for customers.

The report focuses on hot topics in Complaints Management including:

• the real costs and value of complaints to a firm
• customer journey expectations and how this compares to current experiences
• current use of technology and the emerging technologies which are expected to change the complaints landscape
• the human element of complaints handling and the skill of the complaint handler
• the importance of trust in the complaint’s management process

This free webinar will provide a summary of the key findings from the research and a view of future trends in complaints management. It will inform best practice for regulated firms through detailed insight within and across sectors and industries, informing operating model design through real life customer experiences.

Agenda

• Identify how customer experiences and expectations have changed since 2016
• Explore how complaints trends vary across Financial Services, Utilities and Travel industries
• Identify best practice within and across sectors and industries to inform operating model design
• Develop an understanding of the future challenges and opportunities in relation to complaints excellence