Consumers Increasingly Mistrust Financial Institutions - How Can You Turn This Sentiment Around?

The second part of our interview with the Financial Ombudsman's Head of Customer Insight covers consumer trust, active listening and survey fatigue. Caroline Wells is the Head of Costumer Insight at the Financial Ombudsman Service, the independent body set up by law to investigate and settle complaints between consumers and the financial services industry. In the first part of her interview with CX Network, Caroline discussed new technologies she's implementing to improve customer interac...
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