Case Study: UMB Bank achieves a 9-point NPS increase, 20% improvement in first-call resolution, and millions in cost savings with Medallia

How UMB Used Critical Insights to Drive an Unparalleled Customer Experience

UMB Bank, a regional personal and commercial bank with 91 branches, needed to rethink customer support and accelerate issue resolution because its existing CX tools weren’t providing timely, actionable insights. To support its TUCE (The Unparalleled Customer Experience) initiative and new CX Ambassadors outreach program, UMB Bank deployed Medallia Experience Cloud along with Medallia’s Speech Analytics and AI capabilities.

Medallia enabled automated call dispositioning and real‑time insight delivery that powered proactive outreach by the CX Ambassadors and tighter branch coordination. The results included a 9‑point NPS lift (51 to 60), a 20% improvement in first‑call resolution, acting on 95% of issues within two days (vs. 58% within seven days previously), millions in cost savings, and $600K in referrals in 2020 growing to $1.9M in 2021, while earning the team industry recognition.

UMB Bank

Ashok Meka

Vice President, Business Data Analytics