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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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A customer feedback analysis service’s main focus is to extract actionable insight to detect problems and trends in order to increase loyalty and create smarter marketing campaigns and ideas for product creation.

However, feedback analysis can have a more formal role: systematic and consistent analysis of customer claims. New US, EU and country-level financial industry regulations are driving this need.

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