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.

Inside 6 Billion High-Risk Customer Conversations

July 19, 2021|

When we consider large-scale data sources in financial institutions, we may think about credit reports, transaction data, and customer behavior data. Similarly, what value do we apply to customer conversation data? Is your institution approaching your customer conversation data as a large-scale data source with golden nuggets of valuable insights waiting to be uncovered? With the 

Does Income Level Impact Customer Experience?

May 26, 2021|

Does a customer’s income influence their level of frustration when they complain to the CFPB? Does a customer’s income influence their perceived discrimination when they complain to the CFPB?

To begin evaluating the role that social economics play in customer complaints to the CFPB, PositivityTech ingested Census Bureau income data and integrated it with […]

Three Problems That Need To Be Fixed: COVID’s Financial Impact

March 30, 2021|

In the year since COVID-19 lockdowns began in the U.S., customer complaints reveal the ongoing impact of the pandemic and its economic fallout on customers. With the PositivityTech® Intelligent Platform, customer complaint data captures this reality and presents critical opportunities for banks and credit bureaus to repair practices.

Problem 1: Health impacts […]

Top Reasons Why Banks Pay Monetary Relief

February 8, 2021|

What exactly is monetary relief and when do financial institutions provide it to consumers?

Monetary relief is defined as objective, measurable, and verifiable relief that is provided to the consumer as a direct result of the steps taken or that will be taken in response to a complaint. As of December 2020, CFPB public enforcement […]

5 Highlights from 2020

December 18, 2020|

Wishing you a year that’s better than the last, filled with health, happiness, and deep listening — to ourselves and to those around us.

This year, we have all experienced many challenges. As we continue to witness life’s fragility, we are focused on helping companies gain resilience by listening to their customers’ voices. We are […]