Case Study: Rabobank achieves conversational banking transformation — $2.2M+ savings, 25% productivity gain and 90%+ CSAT with Genesys Cloud CX (Genesys)

Pioneering conversational banking

Rabobank, a Dutch cooperative bank serving retail and corporate clients and more than 15 million customers, faced rising contact volumes and limitations from legacy on‑prem systems that blocked unified customer views, transfers between teams and rapid innovation. The bank needed to migrate over 80 departments to a cloud platform and build a conversational banking model that intelligently matched customer journeys to the right channels while meeting strict security and compliance needs.

Rabobank implemented Genesys Cloud CX to deliver a cloud‑native conversational banking strategy—combining virtual assistants, asynchronous web messaging, voice and video, smart intent‑based routing and workforce engagement management. The platform cut more than $2.2M in hardware and IT staff costs, drove a 25% productivity gain and 90%+ customer satisfaction, increased digital interactions (roughly 15% to ~20%), enabled feature delivery in days instead of weeks, and improved employee job enrichment and sales outcomes (about 15,000 video calls/month and virtual agents answering ~45% of inquiries).

Rabobank

Thom Kokhuis

Head of Conversational Banking