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Collaboration Webinars

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In our 90 minute discussion, Aptean will explore how the alignment of complaints technology and your company culture enhances customer experience through impactful, personalised interactions.  
 

There will be discussions around the influence of technology and culture in:
 

·        Managing Customer Vulnerability 

·        Elevating Customer Service Excellence 

·        Driving Positive Change

·        Building Customer Loyalty 
 

This will be an interactive session that will provide the opportunity to discuss these topics and learn from your industry peers.

Presenters:

Martin Canwell, Aptean Respond Account Manager

Ben Davidson, Account Executive

Our Webinars - or Collaboration Labs as we like to refer to them -   are 90 - 120 minute presentation-led, interactive sessions that provide insight, learning and opportunities to develop understanding of a range of issues that impact organisation's customers and employees.

 

These focused webinars bring together multiple components to dig deep into topics, with industry case studies, keynote talks, data insights, academic findings and peer-to-peer discussions and debates. This would typically be broken into two parts; firstly, a presentation by our Guest Speakers followed by Q&A. secondly, we move into facilitated breakout discussion groups to debate a question set by the Guest Speaker/s.

Previous speakers have included:

  • Shell Energy

  • NatWest

  • M&G Group

  • Ageas Insurance

  • Northumbrian Water

  • StepChange the Debt Charity

  • The Government Debt Management Function at the Home Office

  • Citizens Advice

  • The UK Regulators Network

  • Aviva

  • LV=

  • The FCA

  • Ofwat

  • Ofgem

  • The Utility Regulator for Northern Ireland

  • Lending Standards Board

  • Resolver

  • Equiniti

  • Aptean

Structure of Webinars

Our webinars provide 90 - 120 minute sessions that fit easily into our members schedules. They benefit from engaging agendas structured to provide easy to absorb learning, open discussions and guidance.

Agenda Items

Presentations

Consumer News

Discussions

Guidance

Data Insights

Surveys/Polls

Image by Annie Spratt
In Attendance

Businesses

Public Sector

Charities

Regulators

Ombudsman

Government

Hotline Consultant

What Topics are Covered? 

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Complaint Handling

Improving outcomes through more effective resolution

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Compliance

Ensuring understanding and adherence to regulations

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Customer Service

Improve customer service standards and processes

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Mental Health

Creating a framework of support
for people

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Vulnerability

Understanding situational vulnerability and resilience

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Behavioural Risk

Understanding how your culture impacts behaviour & performance

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