Case Study: Banorte achieves rapid customer experience transformation and 155% digital transactions growth with Medallia

Becoming the best by prioritizing customer experience

Banorte, the largest Mexican bank with more than 11.2 million customers, set out to become Mexico’s best financial group by putting the customer at the center of its operations. Faced with fragmented systems that couldn’t provide a 360° client view, predict behavior, or drive cross-sell recommendations, Banorte selected Medallia—deploying Medallia Conversations, Text Analytics and CX Profiles—to build a comprehensive voice-of-the-customer program across branches, ATMs, digital channels, contact centers and wealth units.

Medallia delivered a real‑time experience platform and analytics that enabled specialized teams to close the loop, personalize interactions and act quickly on feedback. As a result of Medallia’s implementation, Banorte collected over 6 million surveys, saw a 155% increase in digital transactions, a 5x rise in response rates, extended VoC access to 13,000 employees and 500 work teams, supported 600,000 customers during COVID‑19, and improved onboarding, app speed and NPS across channels.

Banorte

Claudia Ignacio

Executive Director of Customer Experience