FRAMEWORK : FRAMEWORK NEWSLETTER

Three Months Later: The Growing Impact Of COVID-19 On Banks And Customers

The emergence of the coronavirus health crisis has negatively impacted financial institutions’ ability to help their customers. Consumers are beginning to complain loudly and are not afraid to publicly air their complaints. Using the PositivityTechⓇ intelligent platform, we explored Consumer Financial Protection Bureau (CFPB) complaints submitted since March 10th and found that approximately 7% of […]


FRAMEWORK : FRAMEWORK NEWSLETTER

Taking a Stand Against Bias

Systemic discrimination is part of U.S. history, and we continue to be plagued by it. These biases drive income disparities and limit wealth creation. Today, individuals are speaking out about their experiences with racism and discrimination, and they are asking organizations to make systemic changes that combat bias. The call to act is loud and […]


FRAMEWORK : FRAMEWORK NEWSLETTER

Announcing The Bias Index: Identifying Discrimination In Your Institution

In banking, bias reveals itself in subtle ways. Customers may experience an obstacle and find that discrimination is at the root of their challenge. They may face discrimination due to their race, age, religion, gender, sexual orientation, military service, or citizenship. I am proud to present the PositivityTechⓇ intelligent platform’s proprietary Bias Index, a new […]


FRAMEWORK : FRAMEWORK NEWSLETTER

A Method For Listening To Our Customers

I hope you, your families, and your teams are staying safe during these unprecedented times. The COVID-19 pandemic has changed our world overnight, shifted our priorities, and forced our institutions to confront a range of new challenges. These include scams, such as false offerings about COVID-19 vaccines, cures, and tests; fake coronavirus-related charities, and scams […]


FRAMEWORK : FRAMEWORK NEWSLETTER

How To Maintain Your Relationship With A Customer After A Scam

Fake check scams impact financial institutions – and institutions’ relationships with their customers. It’s a perfect storm. Banks have complicated and inconsistent policies. Scammers know this. When fake checks are deposited, the bank may not realize that they’re fake and the money may become available before the bank and the customer realize what has happened. […]