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What's in the Spotlight
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What Are Industry Leaders Reading
Banking Regulatory Changes in India: Which regulatory changes are creating new operational or communication requirements for banks?
Four recent Indian rules create new operational and communication work for banks. They are RBI's periodic KYC notice rules, the Digital Lending Directions, 2025, the Fraud Risk Management Directions, 2026, and the DPDP Rules, 2025. Each needs scheduled communication, clear disclosures, documented procedures and retained records.
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What do customer reviews and return reasons reveal that sales dashboards miss?
Sales dashboards show what customers bought, not whether the product matched their expectations. Reviews explain what went wrong, and return reasons show why products come back. Research links more helpful reviews to fewer returns and inflated ratings to more returns, so the three sources work best together.
Insurance Customer Retention: Which Insurance Service Failures Are Most Likely to Affect Renewal Decisions?
Research points to service failures that can weaken insurance renewal: missing claim updates, unresolved complaints, unclear policy explanations and making customers repeat themselves. In J.D. Power's 2025 US study, 52% of customers with a poor or just OK digital claims experience were likely to leave or not renew.