When most companies think about the customer journey, they speak in terms of the sales funnel – a combination of ...

Retail bank branch closure is a growing trend in several countries as a cost cutting method. The thinking behind this ...

The Consumer Financial Protection Bureau (CFPB) customer complaint database continues to grow at a rapid pace, providing an ever-expanding window ...

Mike Hobday, banking practice leader, IBM Global Business Services, UK and Ireland, talks to Finextra about the challenges banks face ...

Also known as the 80-20 rule, the Pareto principle says that, for many cases, about 80% of the effects come from 20% ...

For over a year, the Consumer Financial Protection Bureau (CFPB) has been collecting complaint data across five different product areas ...

Back in early July 2012, the Consumer Financial Protection Bureau (CFPB) made public their complaint database consisting of over 14,000 ...

Retail Systems Research (RSR) released a Fast Fact titled, “Retail Payments and the Customer Experience: Waiting for Processors”. It was ...

With all the buzz around mobile banking and its rapidly expanding array of services for bank customers, it's easy to ...

Co-author: Nick Baldocchi Of all the lessons learned from the Consumer Financial Protection Bureau’s (CFPB) enforcement actions in 2012, one ...