Reimagining banking by turning customer and employee feedback into action
Reimagining banking by turning customer and employee feedback into action
4 PagesBAC, Central America's leading financial institution, evolved from customer-centric to "life-centric" success across economic, environmental, and social dimensions by turning feedback into action. Medallia software captured 1.8M+ customer responses across channels (2019-2022), delivered a sustained 23-point NPS improvement in contact centers and branches over 3 years, and generated 80,000 agent congratulation messages. Regional CX Manager David McCrea credits its real-time analytics for strengthening relationships, empowering employees, and driving measurable loyalty gains that reimagined banking experiences.
