Building a customer-centric brand from the ground up
Building a customer-centric brand from the ground up
5 PagesABANCA, a banking innovator, built a customer-centric brand from the ground up by prioritizing omnichannel CX transformation as a core strategic pillar. Medallia software enabled this by capturing real-time feedback across all channels, tying it to business KPIs for immediate actions, improving digital acquisition conversions, and driving a significant NPS increase. CX Director David Orza affirms this "customer-first" approach, powered by continuous insights, proves a profitable investment—enhancing profitability for the bank while delivering superior benefits to customers through proactive experience optimization.
