Navigating Complaints to Elevate Customer Experience

The Customer Experience & Complaints Roundtable is a cross-industry forum for senior executives focused on using complaint data to drive operational improvement, customer satisfaction, and compliance. Members meet regularly to share strategies, tools, and emerging practices around issue resolution, customer advocacy, complaint tagging and routing, and regulatory alignment.

This group is more than a sounding board—it’s a problem-solving community. Members leverage their peers’ perspectives to identify root causes of complaints, reduce friction in the resolution process, and ensure that their operations meet FDIC, CFPB, and internal audit expectations. The Roundtable also provides exclusive access to benchmarking and custom surveys, allowing members to understand how their teams compare in areas like complaint volume, resolution timelines, QA metrics, and policy adherence.

Roundtable participants benefit from structured discussions, real-time polling, peer-vetted best practices, and benchmarking delivered through VIZOR, Auriemma Roundtables’ interactive analytics platform.

Who Should Join

This Roundtable is ideal for executives overseeing customer complaints and experience strategy. Titles typically include Head of Enterprise Complaints, Head of Customer Experience Strategy & Insights, Senior Director of Member Advocacy, or Director of Complaint Management. Members represent organizations across the credit card, banking, lending, and servicing landscape.

Why It Matters

Complaint management is no longer reactive—it’s a critical driver of enterprise improvement. From identifying product pain points to ensuring compliance with evolving regulatory guidance, today’s complaint leaders are expected to turn operational friction into actionable insight. This Roundtable gives you the intelligence, tools, and peer network to lead that transformation.

Hot Topics

• Complaint Management: How organizations are defining, tagging, routing and responding to complaints, including leveraging technology to improve all of the above
• Relationship Between Complaints & Customer Behavior: Strategies to deepen usage of complaint data to prevent customer attrition, reduce regulatory complaints & improve customer satisfaction
• Identifying Root-Cause of Complaints: Reporting and analytics to highlight issues that have regulatory implications or averse affects on customer experience