Uncategorized

August 04, 2022

Human Error: A Real (But Manageable) Threat to CX and Sensitive Data Security

By Kristin Andreasen

According to a recent study by IBM, human error is the cause of a staggering 95% of all cybersecurity and data breaches. Another study...

July 05, 2022

Uncategorized

Debt Collection During An Inflationary Economy

By Steve Klopstock

The New York Federal Reserve recently reported that household debt climbed to $15.8 trillion in the first quarter of 2022. This represe...

June 23, 2022

Uncategorized

The Bilingual Customer Experience: It’s About More Than Just Language

By Cesar Guzman

From 2010-2020, the buying power of Hispanic Americans grew by 87%, compared to 51% for non-Hispanic consumers. It’s no secret that Sp...

June 06, 2022

Uncategorized

Subprime Loan Delinquencies on the Rise

By Louis Ochoa

According to Equifax, 11.3% of subprime borrowers’ personal loans and lines of credit were at least 60 days delinquent in March of this...

May 11, 2022

Uncategorized

Rise In Fintech Lending Creates Opportunity and Risk

By Andrew Coffey

Fintech is undoubtedly one of the fasting growing global industries. Once known as “disruptors”, the companies that make up this vibra...

April 28, 2022

Uncategorized

The Benefits of Returning To the Physical Office

By Louis Ochoa

The debate over whether to have employees return to the office has been one of the most widely discussed business topics of the past fe...

February 21, 2022

Collections, Customer Service, Outsourcing, Uncategorized

As Consumer Debt Rises, Have a Collections Action Plan

By Louis Ochoa

According to the Federal Reserve Bank of New York, total U.S. household debt grew by more than $1 trillion to a total of $15.6 trillion...

January 13, 2022

Customer Service, Fintech, Outsourcing, Uncategorized

Financial Services CX: Customer-Centric Strategy is Crucial

By Louis Ochoa

According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...

December 01, 2021

Uncategorized

Evolving From The Feedback Economy To The CX Economy

By Andrew Coffey

The Feedback Economy. A common (perhaps even overused) buzzword in today’s business climate, it is often discussed as one of the most c...

October 16, 2021

Uncategorized

Consumer Complaints Are Largely Avoidable

By Robert Caracciola

Complaints to the Consumer Financial Protection Bureau (CFPB) jumped nearly 54% in 2020. And recently revealed data from WebRecon LLC r...

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