Case Study: Eastern Bank secures executive buy-in and develops a CX Leadership Council with InMoment

How Two Banks Combined Their Expertise On Data and Culture to Develop a Picture of Success through CX

Eastern Bank and Bangor Savings Bank—longstanding New England institutions—faced complementary CX challenges: Eastern had strong operational analytics but needed to strengthen culture and executive alignment, while Bangor had a deeply embedded customer-centric culture but lacked systematic voice-of-customer (VoC) data. The two banks partnered and, together with InMoment’s VoC platform, set out to combine data capabilities and cultural best practices to build a more complete CX program.

Using InMoment’s surveying and analytics plus peer collaboration, Bangor gained reliable, multi-touchpoint customer data, lifted NPS by over six points, expanded employee engagement (including 80 Experience Champions) and won JD Power recognition, while Eastern secured executive buy-in, launched a cross-functional CX Leadership Council, scaled listening programs (40,000+ surveys/year), sped response time 4.5× and implemented benchmarking and text analytics — demonstrating how pairing data and culture drove measurable CX improvement.

Eastern Bank

Rich Dorfman

Vice President of CX