EDF Member Event

Elephants Don't Forget Webinar with Aptean Respond

19 March 2026 - 2pm to 3pm

From Volume to Value - Rethinking Complaint Strategy

Industry data shows many complaints are symptoms of failure demand, process gaps, blurred ownership, inconsistent judgement. The organisations pulling ahead aren’t just handling complaints better. They’re engineering them out.

Findings from the Institute of Customer Service (UKCSI) reinforce this shift. While more interactions are being rated right first time, the number of customers experiencing problems, and the need for complaints, remains consistent. This highlights the importance of addressing root causes rather than simply resolving issues faster.

Elephants Don’t Forget host a new webinar with Aptean Respond exploring how leading organisations shift from reactive complaint handling to proactive control.