If a customer calls their bank in Basque and the agent does not understand the language, what happens? Until now, financial sector
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Resolution Deadlines for Complaints: The Financial Sector Moves from Two Months to One
Resolution Deadlines for Complaints: The Financial Sector Moves from Two Months to One If there is one aspect of Law 10/2025 that
Zero Sales During a Complaint: the Separation Required by the Customer Service Act in the Financial Sector
Imagine calling your bank to dispute a charge you do not recognize. You spend several minutes explaining the issue, the agent understands
Bots, IVR and the SAC Law: automation can no longer be the only customer service option
The financial sector has spent years investing heavily in the digitalisation of customer service: conversational bots, sophisticated IVR systems, self-service apps, and
The 3-Minute Limit on Customer Service Calls: What Your Financial Institution Needs to Know
Law 10/2025 on Customer Service sets a clear countdown for all financial institutions: they have until December 28, 2026, to adapt their
The Customer Journey is not the destination. It’s just the map.
You’ve spent years mapping your customer experience. Good. Now comes the part almost no one does: acting on it with real strategic
ARAG Spain and the Consultancy that Inspires Change
Too often, consultancy work takes place in silence. Its impact can be seen in the results, but rarely in the headlines. The
The Power of Blueprinting in the Hands of Consulting C3: Transforming from the Root
In the field of consulting focused on process improvement and customer experience, some projects become true catalysts for internal change. Beyond solving
Consulting C3: How We Designed a Comprehensive Strategy to Empower High-Performance Teams
At Consulting C3, we firmly believe that high-performance teams are not born by chance—they are built with intention, strategy, and support. Recently,
Consulting C3 launches an ambitious multichannel audit project for an iconic luxury women’s fashion brand
Consulting C3 has launched one of its most delicate and inspiring projects to date: a customer service audit for a renowned national