TURN YOUR COMPLAINTS INTO CX SUCCESS
The Winning with Complaint Handling Conference
is the place to be for anyone looking to take their
complaint handling strategy to the next level.

19

25 september park plaza riverbank
london
A practical, interactive conference that will supercharge your complaint handling! Featuring panel discussions from Gold Winners at the UK Complaint Handling Awards, this is your chance to learn from the best.
agenda
WHAT TO EXPECT ON THE DAY
Practical techniques on using complaints to improve products and services and creating customer loyalty through outstanding complaint handling strategies
Focus on adopting dynamic, technological solutions instead of traditional approaches
Panel discussions led by six award-winning companies who are defining excellence in complaint handling
Attendees and speakers from a variety of sectors - learn complaint handling best practice across the economy
A fully interactive experience using the Slido app: vote on discussion topics and put questions to the panel in real time
Numerous networking opportunities throughout the day: four breaks and an extended brunch break gives you plenty of time to connect with other business leaders
CONFERENCE CHAIRS
Neil Skehel
Founder & CEO
Awards International
Daniel Ord
Founder & Director
OmniTouch International
KEY DATES VENUE
&
Conference Date
25 September 2019
Park Plaza Riverbank London book now
AGENDA
09.00 - 09.30
Registration
09.30 - 09.45
Alistair Niederer - CEO of Egeria Insights

Egeria Insights is the data insights business of Resolver Group. Our Insights as a Services (IaaS) is powered by over 5 million unique complaint cases captured by Resolver.co.uk, the independent online complaints platform. We help businesses to retain their customers and reduce complaint volumes through predictive indicators to identify customers at risk of vulnerable circumstances, customers with a complaint set to escalate and customers on the brink of churning. We also offer industry level benchmarking for comparative analysis.

09.45 - 10.00

1st Panel Discussion

Company: Capita

Topic: Applying insight to set compensation and remediation.

Category won: Customer Relations & Remediation

10.00 - 10.15
Q&A
10.15 - 10.30
Break
10.30 - 10.45

2nd Panel Discussion

Company: Three UK

Topic: The best group of complaint handling heroes who work consistently to raise standards and provide an outstanding customer service.

Category won: Best Complaint Handling Team of the Year

10.45 - 11.00
Q&A
11.00 - 11.15
Break
11.15 - 11.30

3rd Panel Discussion

Company: HSBC UK

Topic: Fixing Complaint Root Causes

Category won: Product & Service Improvement

11.30 - 11.45
Q&A
11.45 - 12.45
BRUNCH
12.45 - 13.00

4th Panel Discussion

Company: United Utilities

Topic: Service Recovery

Category won: Most Improved Complaint Handling - Customer Centric

13.00 - 13.15
Q&A
13.15 - 13.30
Break
13.30 - 13.45

5th Panel Discussion

Company: VitalityHealth

Topic: Using Innovative Customer Insight to Improve the Complaints Journey

Category won: Complaint Management Process B2C

13.45 - 14.00
Q&A
14.00 - 14.15
Break
14.15 - 14.30

6th Panel Discussion

Company: Firstsource

Topic: A double-edged strategy for improving complaints management using customer insight

Category won: Customer Insight Strategy

14.30 - 14.45
Q&A
14.45 - 16.15
Networking and Connecting
We look forward to seeing you there! book now
This isn’t just another conference:
you are an integral part of this event and your priorities will shape what we discuss. It promises to be an educational and inspirational experience for everyone involved.