Building a customer-centric brand from the ground up.

ABANCA prioritized CX transformation with an omnichannel approach, striving for consistency across all touchpoints, from the Contact Center to digital channels.

Using Medallia, ABANCA captured real-time feedback across multiple channels, gaining a comprehensive view of customer needs and enabling swift responses. This resulted in significant progress in digitalization and process improvement.

The bank’s CX strategy, supported by Medallia, delivered positive impacts on several business KPIs, including improved customer acquisition conversion and enhanced feedback processes.

The focus on a customer-centric corporate culture, where continuous feedback capture and analysis drive improvement, underscores ABANCA’s commitment to innovation and service excellence.