The Customer Experience & Complaints Roundtable Is Now the Complaint Management Roundtable

The rebranding better captures the Roundtables focus on achieving complaint management excellence, spanning consistent identification, defensible resolution, regulatory readiness, and the prevention of repeat and escalated issues.

Auriemma Roundtables has rebranded its long-running Customer Experience and Complaints Roundtable to the Complaint Management Roundtable.

When the Customer Experience and Complaints Roundtable was launched in 2015, complaints programs looked very different from what they do today. Today, complaints are not a mere metric to monitor—they are regulatory artifacts as well as early-warning indicators of operational breakdowns, policy gaps, fraud exposure, and reputational risk. And increasingly, they sit at the intersection of compliance, operations, analytics, and customer trust.

Why the Rebranding Matters

With the rebranding, we have sharpened the scope of our members-only Roundtable to wholly focus on how institutions identify complaints across channels, how to determine validity and severity, how to route and resolve issues consistently, how to report and defend decisions, and how to mitigate repeat complaints and regulatory exposure before issues escalate.

The Roundtable’s core areas of focus include:

• Ensuring complaint capture accuracy and classifying complaints consistently across products and channels
• Managing repeat complaints, repeat callers, and escalating threats
• Measuring the true cost of complaints and identifying preventable volume
• Using complaint data for root-cause analysis and issue management
• Responding to CFPB and other regulatory complaints with defensible processes
• Leveraging technology and AI to scale identification, routing and response

What’s Not Changing

The Complaint Management Roundtable will continue to be a peer-driven forum built around executive-level participation, confidential discussion, proprietary benchmarking, and member-directed agendas.

The emphasis on maintaining a year-round cohort where peers can learn from each other, understand industry norms together, and strengthen internal programs through shared insight remains central to the Roundtable’s mission.

Introducing Dedicated Customer Experience Sessions in 2026

In 2026, Auriemma Roundtables will be hosting two dedicated sessions centered specifically on Customer Experience. These closed-door sessions will provide space for deeper exploration of journey design, feedback mechanisms, engagement strategies, and experience measurement – essentially, topics that extend beyond the operational and regulatory scope of complaint management.

To learn more about how to get involved with either the Complaint Management Roundtable or the Customer Experience Session, contact Zeenat Shah, Director of Sales.

About Auriemma Roundtables

Auriemma Roundtables give leading financial services companies access to the right people and data to help them optimize their business practices, maximize efficiency, and navigate complexity. The result for members? Solutions that work, measurable ROI, and a roadmap for the future.