American Express' "Link, Like, Love" and Social Media

Discover’s $200 million lesson from the CFPB

Beyond the Arc Case Study-Analysis of Bank of America Social Media Data

Why Customer Insight Matters to Customer Service Leaders pt1

Why Customer Insight Matters to Customer Service Leaders Pt2

The Many Roles Social Media Plays in Loyalty

Customer experience lessons from the CFPB complaint database

BankOnIt! Predictive Analytics World Mar 2011

Flip the script: Mine Social Media for Complaints, and Improve Customer Experience

Open Your Eyes and Ears: Leveraging Predictive Analytics to Improve Customer Experience

Bank on It! Voice of the Customer(VOC) in Banking

The state of social media in financial services

Customer Listening: 6 Key Tips for Using Text Mining in Social Media

What the #!@$?: Managing Customer Complaints

5 Strategies for Designing the Optimal Customer Experience

Using Sentiment Analysis to Improve Customer Experience

What Doesn't Kill You Makes You Stronger: Leveraging the CFPB Database

American Express’ $85 million fine explained by analysis of the CFPB’s consumer complaint database

How financial services organizations can leverage Facebook

M&A Activity: 2010 and the Road Ahead