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.
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:
StepChange the Debt Charity
The Government Debt Management Function at the Home Office
The UK Regulators Network
The Utility Regulator for Northern Ireland
Lending Standards Board
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.
What Topics are Covered?
Improving outcomes through more effective resolution
Ensuring understanding and adherence to regulations
Improve customer service standards and processes
Creating a framework of support
Understanding situational vulnerability and resilience
Understanding how your culture impacts behaviour & performance