Case Study: ABANCA achieves improved digital customer acquisition and real-time omnichannel CX with Medallia

Building a customer-centric brand from the ground up

Abanca, a bank building a customer‑centric brand from the ground up, faced the challenge of embedding customer experience across every function, creating a homogeneous omnichannel experience, regaining market trust, and improving digital onboarding and acquisition. To address this, Abanca partnered with Medallia, deploying Medallia’s platform (including the VOC tool/Medallia Experience Cloud) to capture continuous, real‑time feedback and support cultural and organizational changes.

Medallia’s solution provided real‑time signal capture across all channels, proprietary CX metrics, omnichannel listening, and tools to operationalize feedback across teams and KPIs. As a result, Abanca saw improved customer acquisition conversion—especially in digital onboarding—reduced listening times, process improvements, tangible business KPI gains and a significant increase in NPS; Medallia’s platform also enabled scalability and future AI‑driven insights to further boost productivity and customer satisfaction.

Abanca

David Orza

CX Director