When a customer takes the time and effort to complain, it matters.In fact, for every customer who does complain, there are 26 who do not.  Each year in the United States alone, approximately 6 billion high-risk customer conversations take place between institutions and their customers. These conversations are a rich data source ready to be… Read Now →

Earlier this month, I had the honor of accepting the Citi Distinguished Alumni Award for Sustainability, Environmental, Social and Governance. The award, which is now proudly displayed in my office, says, “For her invaluable work enabling businesses to prioritize the ‘S’ in ESG — further strengthening the relationships financial companies have with their customers and using their voices to provide… Read Now →

Who is liable when a consumer authorizes a payment and then realizes they were scammed?  This continues to be a major industry-wide question. While interested parties seek data to support their position, that data is not easily accessible — and so, the answer remains unclear.  One fact is clear: Fraud and scams are scary and… Read Now →

Each week, another regulatory issue makes the headlines — from Bank of America’s mishandling of unemployment payments during the pandemic to Goldman Sachs’ problem-ridden platform to service Apple Cards to the widespread pandemic-era fraud. At the root of understanding these issues is customer complaints, which tell financial institutions about the looming, fast-growing problems they need to know before they make… Read Now →

Why don’t we act upon early indicators of change? Why do we discount “small volume as noise” when the rate of growth is undeniably significant? And why are we surprised when this rate of growth turns into a scalable problem a year or two later? Early warning signals extracted from what our customers tell us… Read Now →