Drive compliance, efficiency, and growth
Retail banks in the UK face increasing pressure to deliver seamless, personalised customer experiences amid rising digital expectations. Persistent challenges–including long resolution times, inconsistent communication across channels, and a lack of empathy during complaints handling—can erode trust and loyalty.
At ResultsCX, we combine skilled people with smart digital tools and proven best practices built over three decades, helping banks reduce costs, improve customer satisfaction, and boost growth. Our customer experience management (CXM) solutions span the entire journey—from customer service and complaints to collections—seamlessly delivered across channels your customers prefer.
#ResultsMatter
Our comprehensive suite of services
Backed by experienced specialists and tenured leadership, we design tailored solutions that align with your unique needs, meeting your strategic and tactical goals. Our agile approach ensures continuous improvement—helping you stay ahead of market shifts while exceeding customer expectations.
Consulting & advisory
Outcomes delivered
- Unlock measurable business impact
- Maintain compliance with regulatory standards
- Meet evolving customer expectations
Recruitment & insourcing
Outcomes delivered
- Ease pressure on internal HR and recruitment teams
- Accelerate onboarding timelines
- Enhance flexibility and scalability of operations
Outsourcing
Outcomes delivered
- Ensure higher efficiency and productivity
- Drive measurable improvements in KPIs such as CSAT, NPS and FCR
- Expand into more cost-effective delivery locations
- Enable flexibility and scalability to adapt to evolving business demands.
Outsourcing & transformation
Outcomes delivered
- Create measurable business value, including increased revenue, cost savings, and improved customer experience outcomes
Strategic partnerships
Outcomes
- Enable access to significant, guaranteed commercial value, with capital-lite models that require no upfront Capex or enable capital release
- Enhance operational flexibility to adapt quickly to changing market conditions and business priorities
How we do it
Our experts provide comprehensive, end-to-end support across the customer journey, with a strong focus on complex and high-stakes workloads. Comprising former regulators and seasoned industry experts, our multidisciplinary team brings extensive experience in managing sensitive remediation programmes and navigating evolving regulations.
A robust suite of digital tools underpins our deep domain expertise–from GenAI-powered agent assistants and omnichannel CX platforms to intelligent automation–driving agility and scalability. Advanced capabilities such as document summarisation, sentiment analytics, and conversational bots further streamline processes and deliver actionable insights—resulting in faster, smarter, and more human-centred service delivery.
Sales & retention
Increased revenue and customer lifetime value
Customer service
Improved CX outcomes through tech-led transformation grounded in operational and customer insights
Claims management
Optimised claims journey, saving time and money while preventing fraudulent activity
Complaints
Enhanced complaints handling and insights to strengthen brand image and boost CX and retention
Collections
Extensive collections expertise, improving outcomes for both customers and organisations
We are the UK’s leading complaints experts
Our Advisory Team brings deep expertise in all aspects of Conduct Regulation and Complaints Management, helping banks and financial services clients deliver better customer outcomes efficiently and with reduced risk. We offer independent advice and customised support—from identifying gaps and transforming regulatory capabilities to creating a target operating model for complaints work and creating root cause analysis framework.
Reduced resolution time and ombudsman referrals
Higher FCR, customer satisfaction and advocacy
Why partner with ResultsCX
Trusted by UK’s leading retail banks
- Partner to the top six retail banks, delivering proven value at scale
- Recognised for consistent excellence in customer outcomes and compliance
Operational and process excellence
- Process reengineering expertise coupled with automation, analytics, and customer-centric design
Deep domain knowledge in retail banking
- In-depth understanding of the UK’s regulatory landscape, including FCA guidelines and Consumer Duty requirements
- Specialised support for compliance, risk, and conduct-related initiatives
Leadership backed by industry experience
- Senior team with decades of operational leadership across major UK retail banks
- Practical insight into the challenges and demands of large-scale, regulated environments
Proven expertise in complex customer service
- Market-leading capability in complaints handling and remediation
- Over 15 years of experience in PPI-related remediations and high-stakes customer engagement programmes
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