The conference attracted delegates from the banking, insurance and credit card industries and included high-profile speakers from the Financial Ombudsman Service, Santander, Equiniti, the Institute of Customer Service and MBNA amongst others.
Keynote topics included Lloyds Banking Group revealing the steps the Group has taken to improve customer experience and reduce complaints amidst regulatory change; a glimpse at how Direct Line successfully uses social media as a customer service channel; and a review from Equiniti’s own Chief Risk Officer Adam Green, who explored whether conduct regulation really gives customers what they want.
Introduced by Equiniti CEO Guy Wakeley and hosted by BBC journalist Tanya Beckett, other highlights included real world insight from Santander on how improving the bottom line and boosting customer satisfaction work hand in hand, and a lively panel discussion covering the Plevin consultation, social media and the future of complaints.
The wide ranging programme also provided excellent networking and Q&A opportunities, and over 90% of delegates responded that they would like to attend similar events in the future.
Matt Porter, MD of the Intelligent Solutions division of Equiniti summed up the day “It was great to have such strong attendance at what turned out to be an excellent Equiniti event. Many of our top customers and complaints industry contacts came together for a day that was full of insight, information and perspective. The format worked well and the speakers were educational and informative; it was a day for thought, debate and reflection on how to create a successful organisation in a world where it’s becoming forever easier to make and broadcast a complaint.”
The delegates were equally enthused by the content and organisation alike, comments included:
“Well organised and relevant”
“Very interesting speakers - nice to hear from real firms, warts and all”
“Very illuminating and re-assuring about what is required to get best outcomes”
“Wonderful day and content, thank you”
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