Case Study: Eastern Bank and Bangor Savings Bank improve customer experience with InMoment

Eastern Bank secures executive buy-in and boosts CX with InMoment

Eastern Bank, a Massachusetts-based financial institution, faced a challenge in securing executive buy-in and fostering a strong cultural component within its customer experience (CX) program, despite being adept at operational analytics. Partnering with experience improvement vendor InMoment, the bank sought to better integrate culture with its data-driven approach to CX.

InMoment provided its software and services, enabling Eastern Bank to implement a more robust Voice of the Customer (VoC) program. The solution, complemented by knowledge sharing with peer institution Bangor Savings Bank, led to significant results. Eastern Bank secured executive buy-in, established a CX Leadership Council, and dramatically increased its data collection and response times. For InMoment's customer, this successfully aligned culture with metrics to create a more holistic CX program.

Eastern Bank