customer service

Tech titans provide lessons in data personalization

“Personalize or perish” may be the mantra for financial services companies looking to remain relevant in this era of data generation and interpretation, Dr. Louise Beaumont suggests. Dr. Beaumont is a strategic advisor at digital transformation agency SapientRazorfish and co-chair of the ...

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Banks have CX work to do – Protiviti survey

Results of Protiviti’s second annual Consumer Banking Survey show banks have work to do to improve customers’ experience. More than 2,000 American customers were surveyed. While 93 percent of customers feel banks at least meet their expectations, only 36 percent ...

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Not all BBB ratings are what they seem

Before making a major purchase commitment, many people like to do their homework by researching and comparing the companies they are considering.  If one of those companies has comparably more credibility due to recommendations from trusted sources, past experience, or ...

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