The Surprising History of Customer Complaints: What Changed, What Stayed the Same and What This Means for You

“They have failed to provide what they have promised. Their offers … were definitely misleading and inappropriately handled. The whole experience is taking forever and getting worse … every time I talk to them.”

“My biggest complaint is the harassment and how they would talk to me. They never told me about any way to help me payoff [sic] the account … Today I have finally paid the account down so that I can be rid of them.”

“I feel taken advantage of–I want my money and am so tempted to pull all funds and sew them in my mattress. If a ‘big bank’ can not [sic] protect my money which we worked hard for, then what are we, the general public, supposed to do???”

Customer complaints are as old as time. While these three are excerpts from genuine customer complaints, they have a lot in common with those dating back thousands of years.

The reasons people complain have stayed the same. What has changed is the way these complaints are expressed. They have evolved with changes in the way people communicate and advances in technology—and have influenced how we handle complaints today.

Does Human Resources Need to Be Agile?

A survey of 1,000+ business leaders worldwide by the Conference Board says attracting and keeping talented people is the biggest concern for CEOs. But you knew that. What may be new is how leading companies give themselves an edge by taking ideas from agile technology and applying these to talent management.

We’ve heard—and repeated—the mantra that businesses need to develop products and services faster. That employees need to work rapidly yet efficiently. That business groups can’t afford to work in siloes.

For me, this dates back at least 20 years. At Citi, we introduced cross-functional teams and identified domain experts who could move from one team to the next. That’s how we were able to execute challenging initiatives across a global organization. We identified people whose expertise was both broad and deep, and asked them to work on complex projects.

Agile has now given us words, and better systems and processes, for what we were trying then. Short projects, called “sprints.” Team meetings to solve problems, called “scrums.” Evolving new approaches, called “iterations.” And apps to monitor and communicate progress.

Here are three thoughtful articles from The Harvard Business Review, under the headline of “The New Rules of Talent Management.” Discover how organizations from Bank of Montreal, to IBM to ING are implementing an agile mindset and methodology to create better workplaces, foster innovation and improve their top and bottom lines.

Are We Getting Closer to a True Connected Customer Experience? Look for Yourself.

New Infographic Dives into Executive Survey Data to Detail Major Improvement in Data-Driven CX

Last issue, we shared the report  Forbes Insights: “Data Elevates the Customer Experience.” The report shows significant progress being made toward achieving a true “connected customer experience.” The data also exposes the tough challenges that remain.

For this issue, we created an infographic that visualizes the key data points which illustrate this important story. We hope it helps you see the significant progress being made in Data-Driven Customer Experience (CX) and the hurdles we all still face.

Let me highlight a few important takeaways from our analysis of the data—

Confidence and optimism rise. We see more executives’ conviction than ever in their readiness to deliver data-driven CX. 

Doubt lingers about sharing data. The data shows executives doubt that customers having access to their own data will enable a stronger, more integrated, and connected customer experience. Much work needs to be done to further democratize consumer data and demonstrate its benefit to both organizations and consumers.

Long-term strategy and investment required. Many executives don’t see an immediate benefit in data-driven CX—and yet they understand the focus, commitment and investment required.

We also look forward to new research that shows further progress in data-driven CX. We hope to see research and data that includes important new channels—like Home and Voice. By all accounts, these new channels are rapidly contributing a wealth of data that could be mined for insights on how to integrate the connected customer experience.

We hope you enjoy the infographic—and we hope you and your organizations are making the critical connections needed to power data-driven CX.

Scroll now!

Tal Solutions’ FRAMEWORK newsletter presents you with a monthly collection of curated, personally selected content, original writing, and a variety of media focused on big ideas about and beyond Data Analytics—all with Marcia Tal’s insightful point-of-view and commentary.

Searching for the Connected Customer Experience

Look for Our Exciting New Direction: FRAMEWORK in 2018

In our second year, we’re now working on exciting new content for FRAMEWORK. Our curation and commentary will remain part of the mix—and now we’ll bring new relevant and useful information to you in a variety of engaging media.

Going forward, we will be publishing monthly. We’re still listening to readers and experimenting, so look for new content and more details next month.

Thank you for being a FRAMEWORK reader!

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.”
—Alan Watts

Trends and Predictions for 2018 in Analytics, Data Quality, Business Intelligence, Big Data, Digital Transformation, AI and Machine Learning.


Everywhere you look, there’s change in the world of data, analytics and technology.

Speed of change…exponential change…faster and faster.

“Ch-ch-ch-ch-changes,” as David Bowie sang. Every day now we have to “turn and face the strange.”

To help you keep abreast of these changes, we researched and compiled hundreds of trends and predictions for 2018. Here, we’ve culled it down to a few of the best articles about data and analytics, data quality, business intelligence, digital transformation, and artificial intelligence.

Dip in and out of the writing, visualizations, infographics and videos at your leisure or binge on all the change coming our way in 2018.

Tal Solutions’ FRAMEWORK newsletter presents you with a bi-monthly collection of curated, personally selected content and media focused on big ideas about and beyond Data Analytics—all with Marcia Tal’s insightful point-of-view and commentary.