Case Study: ATB Financial improves customer experience with CX Index

ATB Financial - Customer Case Study

ATB Financial needed a better way to collect and act on customer feedback after migrating its contact centre to Genesys Pure Engage Cloud. Previously, the bank relied on manual email surveys with no CRM or contact-centre integration, creating delays and limiting insight. ATB chose CX Index as its voice-of-the-customer solution, using CX Index’s integrated survey platform across chat and IVR.

With CX Index, ATB Financial launched real-time, metadata-rich surveys that integrated with Genesys and made insights available to the right stakeholders. The result was a 500% increase in survey response rates, nearly 34,000 IVR responses and 1,400+ chat responses, plus measurable experience improvements: service quality rose from 3.79 to 4.7, ability to fulfil request from 3.72 to 4.73, and ease of interaction from 3.82 to 4.75.

ATB Financial

Michael Rogers

Director of Insights