Case Study: Bank of America achieves enhanced employee experience and reduced attrition with Medallia Employee Experience

Improving Employee Experience through the power of feedback

Bank of America set out to design “the best employee training program in all of Financial Services,” tapping leaders from its Customer Experience team who were already users of Medallia Experience Cloud. With ~66 million consumer and small business clients and 4,300+ retail financial centers, the bank needed to understand the employee journey from pre-training through 60 days post-training and to resolve issues quickly using closed-loop feedback. To do that, Bank of America engaged Medallia, specifically Medallia Employee Experience.

Medallia implemented a feedback program that captured employee input at key touchpoints, surfaced organizational trends, and closed the loop on issues needing immediate attention. As a result of Medallia’s solution, Bank of America saw enhanced employee satisfaction, decreased employee attrition, greater ability for employees to achieve career goals, and an uplift in customer experience through friendlier, more knowledgeable service.

Bank of America

David Price

Operations and Integrations Manager