Post Tagged with: "Complaint Management"

A multi-million dollar growth spurt as the CFPB turns 3

by July 31, 2014 at 4:28 pm 0 comments

Last week, the Consumer Financial Protection Bureau (CFPB) turned 3 years old. When the CFPB launched in July 2011, it wasn’t clear what power this regulatory progeny of the Dodd Frank Act would wield. Today, there is no doubt about the agency’s authority. With 9 products in its ever-increasing purview, the CFPB now hosts […]

Leveraging Predictive Analytics to improve customer experience – PAW Chicago

by May 15, 2014 at 10:14 pm 0 comments

Event: Predictive Analytics World, Chicago 2014

Presentation: “Leveraging Predictive Analytics and Alternative Data Sources to Improve the Customer Experience”

Case Studies: CFPB, Capital One, Citibank, Bank of America

Speaker: Steven Ramirez, CEO, Beyond the Arc

Date: Tuesday, June 17, 2014, 3:05 – 3:25 p.m. Eastern Time

Register online >

Using customer feedback […]

Leveraging Social Media Complaints to Improve Customer Experience

Leveraging Social Media Complaints to Improve Customer Experience

by April 10, 2014 at 11:15 pm 0 comments

Today’s strategic business agenda needs to center on customer experience. A core part of that is paying close attention to customer needs and resolving problems quickly – and social media can play a key role. By leveraging vast amounts of customer feedback on social networks such as Twitter and Facebook, companies can gain insight on […]

2013: A Busy Year for the CFPB, an Expensive Year for Banks

by April 8, 2014 at 11:00 am 0 comments

Since its creation in 2011, the Consumer Financial Protection Bureau has been busy establishing its jurisdiction and authority over financial services providers. In 2013, the agency continued to expand its impact, assessing almost $2.8 billion in fine…

Unlock the power of predictive analytics – PAW Toronto

by March 20, 2014 at 9:23 pm 0 comments

Event: Predictive Analytics Word, Toronto 2014

Presentation:  “Data, Data Everywhere: Leveraging Predictive Analytics to Unlock Consumer Concerns and Eliminate Dissatisfaction”

Case Studies: Capital One/Bank of America

Speaker: Steven Ramirez, CEO, Beyond the Arc    

Date:  Thursday, May 15, 2014, 11:20 a.m. – 12:05 p.m.

Register online >

Learn what customers really want. Meet and […]

Leveraging regulatory data to improve customer experience

by February 25, 2014 at 1:52 pm 0 comments

We’re in the “Age of the Customer” –which means increasing challenges to meet evolving consumer demands, resolve problems rapidly, and comply with a changing regulatory environment. Customer experience is more important than ever to compete effectively and win business.

In a recent article published by DataInformed, Beyond the Arc CEO Steven Ramirez highlighted how companies […]

Mining the CFPB Complaint Database to Improve Your Customer Experience

by February 14, 2014 at 2:46 pm 0 comments

Analytics Update

Sallie Mae learns a hard lesson in the importance of data analytics. If they had been paying attention, they could have seen all their customer experience problems coming.

In August 2013, Richard Cordray, head of the CFPB, announced that the agency was turning its gaze toward student loans.  So it was no surprise […]

A costly but avoidable lesson for Sallie Mae

by January 24, 2014 at 8:24 pm 1 comment

Sallie Mae, the leading student loan provider, recently announced it expects to spend $70 million to address issues raised by government and regulatory agencies about its lending practices.  Based on our ongoing analysis of the Consumer Financial Protection Bureau (CFPB) complaint database, this expense came as no surprise to Beyond the Arc. Sallie Mae could […]

2013 analysis: Top 5 financial institutions with the most CFPB complaints (Infographic)

by January 17, 2014 at 10:27 am 0 comments

As part of Beyond the Arc’s ongoing analysis of the Consumer Financial Protection Bureau (CFPB) customer complaint database, we’ve recapped 2013 in an upcoming report. Last year saw many leading financial institutions learn costly lessons from the CFPB, and there may be more ahead as the agency closely monitors an increasing array of key product […]

Student loan complaints concentrated on the east coast

Student loan complaints concentrated on the east coast

by January 14, 2014 at 4:47 pm 0 comments

CFPB Data Analysis Update

With the expansion of the Consumer Financial Protection Bureau’s (CFPB) complaint database, companies are now able to examine consumer complaints for seven different product areas, including student loans. In the CFPB’s 2013 mid-year summary of student loans, they analyzed about 2,000 student loan complaints filed between October 2012 and March […]