Case Study: Akbank achieves proactive omnichannel customer experience management with Alterna CX

Akbank manages CX across 800+ branches with Alterna CX

Akbank, a leading European bank, faced challenges with its previous customer experience management solution, which failed to provide real-time insights and actionable data. The lack of timely performance views for employees and an integrated text analytics capability made it difficult to understand the drivers of customer experience and proactively manage it across all channels. This led Akbank to seek a new solution from vendor Alterna CX.

Alterna CX implemented a comprehensive program for Akbank, handling its NPS surveys across all channels and using text analytics to categorize open-ended feedback and social media comments. The solution delivers real-time insights and performance reports to over 10,000 employees and routes critical alerts for intervention directly through the bank's CRM system. As a result, Akbank now proactively manages customer experience with a complete, 360-degree view of the customer voice.

Akbank