SIG - Complaints Management: October 2024

What if you could unlock the next level of complaints management with the power of data and AI? Explore how groundbreaking innovations are setting new standards in the industry at our Complaints Management Special Interest Group.

During this session, our roundtable discussion will provide a deep dive into the transformative power of MI and AI. Discover how cutting-edge tools are being utilised to enhance complaints performance, the insights they reveal, and the innovative ways AI is driving continuous improvement.

We will also be joined by Allan McKenna from BT who will be sharing his remarkable journey of transforming social media complaints management and streamlining processes, shedding light on the strategies that are making a real difference to customers.

Join us to gain exclusive insights and be part of the transformation.

Agenda

12:00 – Welcome and Introductions	Laura Farrell, Engagement Manager, CCMA
12:20 – Roundtable Discussion: Unlocking the Power of MI & AI for Complaints Performance Improvement Explore insights on how to leverage management information (MI) and artificial intelligence (AI) to drive complaints performance and continuous improvement. During our breakout roundtable discussion we will talk about: · What MI are you using to highlight complaints performance? · How do you use it? · What does your MI tell you? · Are you using AI to drive improvements and if so how?	All
12:50 – Revolutionising Social Media Complaints & Process Excellence Allan has established BT’s social media complaints team, managing platforms like Facebook, X, Trustpilot, LinkedIn, bt.com community pages, and BT Business apps. He has streamlined processes and is driving continuous improvement. Find out what he has achieved, and how, to help your approach to social media complaints.	Allan McKenna, Service Excellence Specialist, BT
13:20 – AOB & Close	Laura Farrell, Engagement Manager, CCMA

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Where and when?

Date: Tue 29 Oct 2024

Time: 12:00 - 13:30

Location: Online

Who is it for?

Heads of, Senior Leaders, Complaints Resolution Managers, Business Improvement Managers, Customer Experience Managers, Customer Insight Managers.

How much is it?

Free for CCMA members

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SIG – Complaints Management: October 2024

Agenda

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