Case Study: Banco Guayaquil achieves rapid customer experience improvements and closed-loop feedback with InMoment

Transforming Customer Experience in Banking with a Customer Journey Approach

Banco Guayaquil, a leading bank in Ecuador, needed a scalable way for its leadership to prioritize experience improvements across the entire customer journey, shape its digital roadmap, and help branch managers raise satisfaction. The bank sought a solution to capture consistent feedback across digital, support, and retail touchpoints and turn that feedback into actionable insight.

Using InMoment, Banco Guayaquil deployed microsurveys, text and sentiment analytics, and integrated customer feedback with its CRM to make closing the loop straightforward. Implemented within six months, the program gave the C‑Suite and branch teams clear, prioritized insights, allowed the CX champion to demonstrate early impact and build momentum, and helped the bank live its “Primero Tú” values at every touchpoint.

Banco Guayaquil