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Case Study

Banking on the Future with an Enterprise-Wide Customer-Centric Approach

Banking on the Future with an Enterprise-Wide Customer-Centric Approach

Banking on the Future with an Enterprise-Wide Customer-Centric Approach

Medallia
Pages 3 Pages

Simmons Bank, a trusted financial services partner, pivoted to an enterprise-wide customer-centric approach to build strong, journey-driven relationships amid low industry trust ratings. Medallia software unleashed the power of omnichannel feedback—capturing voices across branches, online, mobile, call centers, ATMs, and drive-throughs—while democratizing real-time structured and unstructured insights. This enabled responsive actions rooted in expertise, empathy, and trust, as noted by Enterprise CX Manager Deborah Beardenh. The platform drove a 23% feedback volume increase and 12+ point NPS gains over two years, securing competitive advantage through superior service.

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