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How To Prevent Involuntary Account Closures

“I know we have issues. I just don’t know where to find them.” This is what an executive at a large bank recently told me. Bank executives know they have opportunities to improve the customer experience, better manage their risk, and create new revenue streams. Yet, they don’t always know where to begin. Artists call […]


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Inside 6 Billion High-Risk Customer Conversations

When we consider large-scale data sources in financial institutions, we may think about credit reports, transaction data, and customer behavior data. Similarly, what value do we apply to customer conversation data? Is your institution approaching your customer conversation data as a large-scale data source with golden nuggets of valuable insights waiting to be uncovered? With the PositivityTechⓇ intelligent […]


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Does Income Level Impact Customer Experience?

Does a customer’s income influence their level of frustration when they complain to the CFPB? Does a customer’s income influence their perceived discrimination when they complain to the CFPB? To begin evaluating the role that social economics play in customer complaints to the CFPB, PositivityTechⓇ ingested Census Bureau income data and integrated it with CFPB […]


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Three Problems That Need To Be Fixed: COVID’s Financial Impact

In the year since COVID-19 lockdowns began in the U.S., customer complaints reveal the ongoing impact of the pandemic and its economic fallout on customers. With the PositivityTech® Intelligent Platform, customer complaint data captures this reality and presents critical opportunities for banks and credit bureaus to repair practices. Problem 1: Health impacts finances As early as […]


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Top Reasons Why Banks Pay Monetary Relief

What exactly is monetary relief and when do financial institutions provide it to consumers? Monetary relief is defined as objective, measurable, and verifiable relief that is provided to the consumer as a direct result of the steps taken or that will be taken in response to a complaint. As of December 2020, CFPB public enforcement […]