Date: 30 June 2026 | 14:00 (BST) | 60 Minutes
Location: Virtual
Running 2026 on a 2023 Playbook: The Complaint Handling Gaps Senior Leaders Are Missing
AI investment is accelerating, regulatory scrutiny is intensifying, and boards are asking harder questions about customer outcomes than ever before. Yet most organisations are still trying to run 2026 on a complaints strategy built for 2023.
Joined by Aptean Respond, this session is built on what you told us — taking the themes, questions and poll insights from recent live discussions, and turning them into clear priorities for complaint handling today.
They’ss cover the human factors your technology can’t replace, and the tech investments genuinely moving the needle at present. No theory. No future-state speculation. Just clear priorities you can act on in H2.
What you’ll leave with…
- Where AI is moving the needle in complaint handling and the places it’s creating new risk faster than leaders realise.
- The judgement calls technology still can’t make, and how the best teams are protecting them at scale.
- What “good” looks like to a regulator in 2026, based on patterns emerging across the market.
- A practical checklist of priorities to action before year-end.
Author: Elephants Dont Forget
Reviewed by: Robyn Coppell
Published On: 3rd Jun 2026
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