Tuesday 8th December 2026 | 10:00 | 60 Minutes
This webinar is hosted in conjunction with:
Complaints are being logged, processes are being followed and KPIs look reassuring. Yet the same issues keep resurfacing, leaving organisations questioning what’s actually improving for their customers.
From employees feeling confident enough to challenge poor practices, to leadership decisions and the growing influence of AI, culture shapes how complaints are handled and whether the lessons learned lead to meaningful change. And as technology becomes more embedded in complaint handling, could it simply be reinforcing the behaviours and priorities already in place?
Join Martin Canwell, Senior Account Manager at Aptean Respond, Professor Patricia Riddell, Director of Workforce Capability & Wellbeing and Ben Scales, Head of Sales at Elephants Don’t Forget as they explore the relationship between complaints culture and customer outcomes, where organisations may be falling short, and what businesses are doing differently to drive improvements.
What you’ll take away:
- Why effective complaint processes and reassuring KPIs don’t always translate into better customer outcomes.
- How leadership decisions, employee confidence and AI influence complaints culture.
- Real-world examples of organisations taking different approaches to improving complaints culture.
- Practical ways to encourage openness, act on recurring issues and drive meaningful improvements.
You’ll leave with practical insights to help assess your own complaints culture, identify what’s holding back improvements and understand what organisations are doing to get it right.