FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

Announcing The Bias Index: Identifying Discrimination In Your Institution

May 15, 2020|

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 tool that identifies prejudice within customer and employee complaints and makes it possible to respond to systemic discrimination.

Why did you decide to develop the Bias Index?

Each one of […]

A Method For Listening To Our Customers

April 3, 2020|

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 targeting Social Security benefits.

Financial institutions now handle an onslaught of inquiries and are directing customers to adopt their digital channels as their communication entry point. As unemployment increases and many customers are unable to make […]

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