Diana Middleton

Identifying, responding to and analyzing complaints are the key elements driving this group’s discussions and research. Using insights from this Roundtable, member organizations are able to better identify complaints, use complaints to identify process and product improvements, ensure adherence to compliance standards and prevent customer attrition.

Ideal participants are knowledgeable about complaint management across multiple channels, from phone to social media, as well as how complaints can be leveraged to identify opportunities across products and portfolios.

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