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 →

“Your most unhappy customers are your greatest source of learning.” —Bill Gates Financial institutions are pushing back against the Consumer Financial Protection Bureau’s recent enforcement actions. With data based on their customers’ own narratives, financial institutions can use the PositivityTech® Intelligent Platform to learn where they have room to improve, push back on claims they don’t agree with, and… Read Now →

Under what circumstances would you “break up” with a customer — and what would that cost you? According to a recent Gartner report, “By 2025, 75% of companies will ‘break up’ with poor-fit customers as the cost of retaining them eclipses good-fit customer acquisition costs.” These future break ups are problematic for both customers and companies.… Read Now →

Cryptocurrency has become mainstream, and yet, we haven’t even begun to see its far-reaching potential in the U.S. In countries like Sweden and China, cash is fast becoming obsolete, and countries that include Ecuador, Uruguay, and the Bahamas have rolled out central bank digital currencies, according to Eswar Prasad’s excellent book, The Future of Money: How… Read Now →