Case Study: Leading Banking & Financial Services Provider achieves real-time customer journey visibility and rapid CX optimization with Alterian

How rapid customer journey analytics helped this bank understand their customers and optimize their experiences

Leading Banking & Financial Services Provider was capturing huge volumes of customer data but couldn’t see true customer journeys—after 18 months trying to map just three journeys, siloed channel data, disconnected teams, and decisions made by guesswork left the bank losing customers and money. They engaged Alterian, leveraging the Alterian Real‑Time CX platform to tackle the lack of a single source of truth and real‑time visibility.

Alterian implemented its Real‑Time CX platform (Customer Journey Analytics and Journey AI) in six weeks, pulling live data from eight channels into a central dashboard to visualize hundreds of journeys for 7 million active customers and billions of interactions. The solution enabled the bank to pinpoint breakpoints, prioritize critical journeys, adopt segmentation and personalization, and correct false assumptions about channel usage—creating dozens of key journeys and driving measurable CX and cost improvements.