--(BUSINESS WIRE)--Beyond the Arc:
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What: |
Although customer feedback is nothing new for financial institutions, the different forms and outlets in which customers voice their opinions have drastically changed over the past few years. Because of newer outlets, such as the CFPB complaint database, Twitter, Facebook and other customer service channels, financial institutions now have greater transparency into the minds of their customers. However, due to the public nature of the data, the information can cause negative feedback or complaints to echo far beyond the financial institution, bringing about added risk for costly fines and penalties from regulators, as well as wide-spread scrutiny from the public as a whole. | ||
| Rather than simply leveraging data available across the institution to uncover customer complaints, financial institutions should leverage the information to eliminate growing complaints before they draw the attention of regulators and lead to potential disaster for their business. | |||
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Who: |
Steven Ramirez, CEO of Beyond the Arc, will host the session, “Don’t Worry, Be Happy: Leveraging Complaint Data to Strengthen the Customer Experience” during this year’s BAI Retail Delivery conference. In addition to Ramirez, Anna Osborn, vice president—compliance officer for Wells Fargo, will provide her expert insight on enhancing the customer experience during the session, as well. |
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| This session will provide detailed guidance on how banking organizations can mitigate the added risks associated with negative customer feedback by analyzing and acting on customer complaints to make better business decisions and stay ahead of emerging issues. Key points discussed include: | |||
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• Real world cases of complaint analyses in action; |
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• Best practices for leveraging advanced analytics techniques to stay in front of customer complaints and avoid regulatory fines; and |
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• Proven strategies for sorting through social media and other customer feedback channels to uncover and address present customer issues. |
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When: |
Thurs., Nov. 13, 2014, 2:45 p.m. – 3:45 p.m. CT |
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Where: |
BAI Retail Delivery 2014 | ||
| McCormick Place, West Building | |||
| 2301 South Lake Shore Drive | |||
| Chicago, Ill. 60616 | |||
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Contact: |
To schedule an interview with Ramirez before or during the show, or to request written articles, please contact: | ||
| David Jones at 678-781-7238 OR | |||
| Stephen Sprayberry at 678-781-7207 | |||
About Beyond the Arc
Berkeley, Calif.-based Beyond the Arc serves as a partner to financial services clients that seek to differentiate themselves in the marketplace by improving customer experience or deploying data science and analytics. The company’s social media data mining helps clients improve their customer experience across products, channels and touch points. For more information about Beyond the Arc and its solutions visit www.beyondthearc.com or call 1-877-676-3743. Insights on social media, financial services and more are shared on their blog, or follow them on Twitter at @beyondthearc.
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