CX CliffsNote 4: The Most Common Reasons Customer Experience Programs Fail

Many CX projects start out as strategic initiatives but can often lose their impact on the organization over time.   Most CX programs ‘break’ due to (1) overemphasis on data analysis less on innovating on the back of the data. (2)…

CX CliffsNote 3: McKinsey - Cheaper, simpler, better for customers: Outsourcing without trade-offs

Interview by McKinsey and Vodafone Spain: Cheaper, simpler, better for customers: Outsourcing without trade-offs. Interview with Vodafone Spain’s Carmen López-Suevos Hernández. The interview discusses how Carmen López-Suevos Hernández…

Visualization of CFPB Complaints Database

Consumers increasingly flock to CFPB’s complaint portal for frustrations about their financial firms. It is a centerpiece in the agency's role as a consumer advocacy. Consumers submit approx. 13 times more complaints here than they do to…

August 8th 2016 – 12.15 PM EST - Form performance diminished

Update: 8:58 PM EST: Issue resolved but unfortunately slow fix implementation, as doesn't depend on the platform but on DNS servers worldwide that have to implement the changes to being able to channel users to our website and platform again. Platform…

CX CliffsNote 2: Big Banks Overtaking Mid-Size/Regional Banks by Investing in Technology

JD Power surveyed 75,000 retail banking customers and the results are worth reading. Big banks have significantly improved in overall customer satisfaction, while midsize banks have declined and Regional banks have plateaued. Satisfaction…

CX CliffsNote 1: Your Customers Are Less Satisfied Than You Think

Found this article interesting; the key points are below. Companies often emphasize refining points of interaction with their customers, such as improving phone call quality. But focusing on only those interactions can create a distorted…

April 30th 2016 – 00:01 AM EST - System Maintenance

  On April 30th 2016 midnight, we will run a large update. Due to the extensive nature of the update the system will be not available for 6 hours from midnight to 6 am EST. None of your data will be lost, however, you will not be…