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.

Rising Problems With Digital Money Transfers

February 16, 2022|

With the adoption and scale of digital money transfers and virtual currencies, customer complaints are on the rise. Thanks to the PositivityTech® intelligent platform, financial institutions access early indicators of the frictions that customers face — while their volume is still small — and can make improvements.

Consumers are complaining to the Consumer Financial Protection […]

The Future of Buy Now Pay Later

January 21, 2022|

As Buy Now Pay Later (BNPL) matures and becomes a bigger part of the payment ecosystem, we can expect it to provide increased payment options for consumers, be compared to other payment vehicles, and face similar regulations and standards. Recently, Equifax and TransUnion added BNPL payments to credit reports with Equifax stating that this will give “

A Look At Our Impact in 2021 And Beyond

December 17, 2021|

As a corporate intrapreneur turned entrepreneur, I have been fortunate to experience the benefits of deep domain knowledge and an expansive and supportive network. These two advantages have helped my team recognize the value of customer narrative data and demonstrate its impact to our community. This year, PositivityTech®’s capabilities have shown organizations how to […]

How Banks and Credit Bureaus Can Resolve Customer Issues Together

November 3, 2021|

Customers complain to credit bureaus about a variety of issues – often not understanding how their issues will be resolved between their banks and the credit bureaus. While some of these complaints can be resolved by credit bureaus, many cannot. And many frustrated customers duplicate their complaints to all three of the credit bureaus, choosing one of the […]

How To Prevent Involuntary Account Closures

August 25, 2021|

“I know we have issues. I just don’t know where to find them.” This is what an executive at a large bank recently told me. Bank executives know they have opportunities to improve the customer experience, better manage their risk, and create new revenue streams. Yet, they don’t always know where to begin.

Artists call […]