On 22 September, we were delighted to welcome industry leaders to the Chesterfield Mayfair Hotel in London for the CourtCorrect AI London Conference. It was a great opportunity to bring the sector together and hear first-hand how organisations are using AI to make a real difference to their people, processes and customers.

A big thank you to our speakers!

We're grateful to everyone who shared their time and experience, including our speakers: Zain Rajwi, Senior Complaints, Vulnerable Customers & Bereavement Manager at KROO, Leigh-Anne Gray, Senior Specialists Complaints Manager at Vanquis Banking Group, Chris Cutter, Chief Risk Officer at EVLO, Veronica Parker, Head of Operations - Customer Care at the RAC, Joe Stratton, Group Head of Compliance Oversight at the Mortgage Advice Bureau and Philippe Verboogen, Managing Director at BlackRock. Their openness and practical insight made for a thoughtful, engaging day.

Panel 1: AI adoption is a cultural shift as much as a technical one

Our opening panel, AI in Complaints Resolution: Benefits, Opportunities & Learnings, explored where firms really are on their AI journey. Panellists described a spectrum from early experimentation through to confident enterprise use and, finally, AI-driven decision making. Most of the room placed themselves somewhere in the middle.

The clearest lesson was that successful adoption depends on people. Speakers who had been through more than one rollout said they would now involve teams in deployment from the start, find out what colleagues like and dislike about their current ways of working, and paint a clear picture of what the new system will do for them. Other practical tips included:

  • Phasing the rollout, for example by narrowing the pilot to specific complaint types

  • Keeping integrations to a minimum on day one to build trust with the wider business

  • Measuring more granular outcomes, such as the accuracy of root cause tagging, rather than speed alone

Launching Review, Resolve & Remediate

The day also marked the launch of our Review, Resolve & Remediate proposition to the industry. Our keynote, delivered by Ludwig Bull, CEO & Founder of CourtCorrect, set out the vision of moving from managing complaints to preventing them, with live demonstrations of the full lifecycle:

  • Review: the CourtCorrect Analytics Platform, bringing together different data sources to investigate, understand and explain what's going right and what's going wrong.

  • Resolve: the CourtCorrect Platform, helping teams react, listen and resolve cases to make things right for customers.

  • Remediate: Our browser extension, which helps teams proactively identify potential failings, prevent customer harm and upskill colleagues as they go.

The demonstrations prompted plenty of questions from the audience, including how insights from the browser extension could feed risks into existing CRM and risk systems, ingest internal procedures and policies, and give frontline teams support while capturing data on where cases are being resolved.

Panel 2: From data points to a story

Our afternoon session, AI for Root Cause Analysis, Quality Assurance and Business Insights, focused on turning data into action. A recurring theme was that traditional reporting tells you where things are going wrong but rarely connects the dots or shows what to fix first. Speakers described how AI is helping them:

  • Link issues together so insights tell a story that colleagues can act on

  • Close the feedback loop between case outcomes and training

  • Quality assure in real time, so decisions are justified and reviewed as cases progress rather than after the fact

  • Resolve lower-severity complaints quickly and fully, particularly during demand surges, while keeping people focused on the cases that matter most

One speaker also noted that sharing real case studies and clearly showing the impact of changes builds credibility with the wider business.

Continuing the conversation

We really enjoyed the chance to discuss the opportunities across the sector. Complaints teams sit at the intersection of operations, risk and business insights, and the conversations on the day showed how much value they can add when AI removes the everyday admin.

If you'd like to see Review, Resolve & Remediate in action or talk through what it could mean for your organisation, we'd love to hear from you. You can book a demo here.

Thank you for joining us at our London Launch Event for Review, Resolve & Remediate.

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