News & Blog

October 03, 2022

Financial Literacy Education: Good For Lender Profitability

By Andrew Coffey

According to The Financial Brand, financial literacy has traditionally been viewed by banking and lending executives as “little more th...

September 22, 2022

Uncategorized

Reduce Telecom Churn By Focusing On The Customer Experience

By Cesar Guzman

The telecom industry has long faced the critical challenge of retaining customers with an average churn rate of 27% (in some segments, ...

August 18, 2022

Uncategorized

Consider Your Repossession Strategy as Auto Loan Delinquencies Rise

By Louis Ochoa

With more and more borrowers falling behind on their auto payments, the industry is starting to see a noticeable increase in repossessi...

August 10, 2022

Uncategorized

CX Ratings Dip at Record Levels: How Can Your Brand Reverse That Trend?

By John J. Cruz

According to Forrester's US 2022 Customer Experience Index rankings, customer satisfaction ratings fell for 19% of brands in 2022, rep...

August 04, 2022

Uncategorized

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 14, 2022

Customer Service, Technology

Customer Service Is Still Not Human Enough

By Andrew Coffey

As the race towards automation and efficiency through the use of AI self-service tools continues in customer contact centers, the consu...

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...

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