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RP Sanjiv Goenka Group

Complaints Management​

Does your complaints management strategy turn customers into advocates?

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Take a dynamic, digital approach, build long-lasting loyalty

For customer-obsessed companies, proactively reducing the incidence of fraud and complaints is key to achieving radical improvements. Mitigate risks, shorten the complaint journey, and turn your customers into advocates with our multi-channel, AI and analytics driven solutions.

Stay ahead with Firstsource

Speedy turnaround for complaints/resolutions

Deeper insights for future complaints prevention

Happier Customers and lower cost-to-serve

How we do it

  • Expertise in framework design and governance, delivering a differentiated experience to leading global firms.
  • Operations transformation through root cause analysis.
  • Ongoing coaching and training to improve associate performance and proactively prevent complaints.

Complaint Management with DECX

Complaints management solution with risk-based quality monitoring, root cause analysis and regulatory compliance modules
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How we do it

  • Expertise in framework design and governance, delivering a differentiated experience to leading global firms.
  • Operations transformation through root cause analysis.
  • Ongoing coaching and training to improve associate performance and proactively prevent complaints.

Complaint Management with DECC

Complaints management solution with risk-based quality monitoring, root cause analysis and regulatory compliance modules
Check it out

The New CX Realism Transforming Customer Service in the real world

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The New CX Realism Transforming Customer Service in the real world

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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