Digital Complaints Management in Financial Services Achieving results at the intersection of CX & complianceContents 1. Overview of financial services complaints key trends 2. Why is effective complaints handling important? 3. What issues prevent firms from mastering the complaints process? 4. How can firms best address this challenge? 5. Introducing GlassboxOverview of financial services complaints key trends The service that most of us receive from our banks and insurers has changed beyond recognition over the past two decades. Driven by a boom in digital channels and the emergence of customer experience as a key source of competitive differentiation, the digital transformation of financial services (FS) providers has delivered a range of benefits. Nevertheless, despite the g

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