Effective complaints management has become a key component of financial institutions' operating models as firms increasingly strive to achieve better outcomes for customers and stakeholders.
With regulatory updates being made, the complaints management landscape is changing with a shift in culture whereby complaints are not viewed as mere disruptions but as valuable opportunities for growth and improvement.
Artificial Intelligence (“AI”) and technology offer firms opportunities to focus on improving the quality of their interactions with customers, making data-driven decisions and providing better customer outcomes.
This article by Gillian Kelly and our Consulting team explores the opportunities firms can have by changing their complaints management culture and by leveraging AI and technology.
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