Complaints Working Group in Dublin- Aptean Respond

Aptean is hosting a Financial Services Complaints Working Group in Dublin.

This free event is a chance to discuss industry topics and best practice, along with regulation and agenda items raised by attendees. The event will take place under Chatham House Rule; meaning that as an attendee you can openly discuss your pains without fear of being publicly quoted.

Past topics for discussion have included:

• The definition of a complaint
• Vulnerable customers
• Errors vs. complaints
• Governance: MI and RCA
• Reporting

Spaces are limited to ensure vocal discussion, so register today to save your place.

AGENDA

12:30-13:30: Networking lunch

13:30-14:00: Guest speaker: Michael Killeen , The CX Company

Michael will give a presentation on how you can execute a strategy of Customer Experience Excellence for your company. Michael and The CX Company bring a wealth of experience, having helped numerous Irish businesses deliver customer excellence to their customers. Specific focus will be on the Six Pillars of CX Excellence; these pillars are based on creating emotional connections with consumers, which in turn create relationships and behaviours consistent with growth.

Michael's presentation will be rooted in robust Irish insights. Using the 2018 CXi league table, due for release the week before our Complaints Working Group, Michael will discuss how different firms have excelled and how handling complaints effectively can influence your company's standing in the report.

14:00 - 17.00: Complaints Working Group discussion

Aptean’s chair will provide topics for discussion as a guide, but a large part of the discussion will be driven by topics you want to hear more about, for example opinions from others on regulation or experiences you would like to share.

Madeleine Skillen from the EMEA Marketing team will be coordinating this event. If you have any questions or would like to suggest a discussion topic then she can be contacted by phone: +44 (0)1604 614 189 or email: madeleine.skillen@aptean.com.