Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation

12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW

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Harnessing Root Cause Analysis in Complaint Resolution and Service Design

Ahead of the Customer Advocacy and Complaints Resolution Summit 2018 we chat to Bernie Wise, Senior Complaints Manager (Internal Dispute Resolution) at TAL Insurance. In this article Bernie chats to us about TAL’s complaints resolution process, and explores how the insurance business is effectively leveraging root cause analysis to improve the resolution process, and to inform product design.

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