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6/6/2018 - The Evolving Practice of Complaint Management

Promontory Director Eric Ferri published an article in Bloomberg Law on the key elements of complaint-management programs, including the potential of cognitive technologies to help firms identify conduct risks and other systemic issues.

“Robust complaint-management programs will help a firm identify, categorize, and analyze complaints and glean insights from the data. However, many of the challenges associated with customer complaints stem from the fact that high-risk issues are not widespread, and are therefore difficult to spot,” Ferri explained.

“In the coming years, challenges posed by high-risk, low-frequency complaints could be addressed by cognitive computing.”

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