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What we learned from analyzing 225,000 tweets to customer support handles of UK banks

[fa icon="calendar'] Nov 12, 2015 3:06:57 PM / by Matti Airas posted in Financial Industry, banks, cx analytics, customer experience

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We took three months’ worth of UK banks’ support tweets and analyzed them.

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How to Fulfill Financial Industry Complaint and Claim Handling Regulations

[fa icon="calendar'] Oct 8, 2015 10:47:21 AM / by Matti Airas posted in Financial Industry

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Traditionally customer feedback analysis objectives have been to detect problems and trends in order to increase loyalty. However, feedback analysis can have a more formal role: systematic and consistent analysis of customer complaints. New US, EU and country-level financial industry regulations are driving this need.

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