Voice of the Customer programs are becoming more evident throughout different lines of businesses of financial institutions as they look for a competitive advantage, according to Steven Ramirez, CEO of Berkley, Calif.-based Beyond the Arc, a social media and analytics consulting and implementation firm.
Due to regulations, there is a lot less flexibility in the products banks can offer, Ramirez explained. So leveraging the data and analytics available through Voice of the Customer programs can help financial institutions....