Creating an Efficient, Customer-Centric Organisation In a Complaints Environment

The conference will give delegates a unique opportunity to hear how their peers have addressed the increased pressures of improving operational efficiencies and customer service through more effective management of social media, improving Net Promoter Scores and managing risk.

Our high-profile speakers come from industry bodies and organisations as well as thought leaders in the industry, who will reflect on how to create a more efficient, customer-centric organisation.

Confirmed Speakers include:

• Financial Ombudsman Service, Garry Wilkinson, Principal Ombudsman and Director of New Services
• Lloyds Banking Group, Russ Powles, Customer Services Director - Group Operations
• Direct Line, Clare Wilkerson, Head of Social Media
• Santander, Stuart Smith, Head of Historic Complaints and Remediation
• MBNA, Pete Henderson, SVP Head of Complaints Management
• Institute of Customer Service, Ben Griffiths, National Manager
• Equiniti, Adam Green, Chief Risk Officer (Ex FCA, Conduct Risk)
• Tanya Beckett, Radio and Television Journalist - Host