Case Study: BAC boosts customer experience and NPS with Medallia Agent Connect

BAC improves NPS by 23 points with Medallia Agent Connect

BAC, a leading financial institution in Central America, sought to become a more customer-centric organization but was hindered by outdated customer surveys with low response rates. These surveys failed to capture the true voice of the customer and lacked the detail and timeliness needed to take meaningful action. To address this challenge, BAC deployed the Medallia Experience Cloud.

Using Medallia's platform, BAC incorporated real-time customer and employee feedback across multiple service channels, including branches, contact centers, and digital platforms. The solution provided detailed insights through text analytics and automated learning, enabling teams to quickly close the loop and prioritize initiatives. This resulted in a 23-point NPS improvement sustained over three years, the collection of over 1.8 million customer experience responses, and agents receiving more than 80,000 congratulatory messages.

BAC

David McCrea

Regional Customer Experience Manager