Market Report: Optimising Customer Complaint Management in Financial Services

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In an ideal world the customer experience you provide is excellent and consistent, so your users are always happy with the service and you never get any complaints. However, we don’t live in an ideal world. Making mistakes is human and happens even in a professional environment. It’s how you handle those errors that can make or break your relationship with a customer.

This CX Network Market Report provides you with insights into the customer complaint management landscape within financial services, with guidance on how to best manage customer complaints, a case study, and top tips from customer experience leaders within the industry, including the CMO of Transamerica, Head of Customer Insight at the Financial Ombudsman Service and the Head of Retail Banking Customer Service at Ulster Bank.

The report is aimed at helping you optimise your strategy towards greater complaint handling to ensure customer satisfaction and long-term loyalty.

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