Case Study: Bank of Guam achieves 97% customer satisfaction and 75% higher agent productivity with Oracle Cloud CX

Bank of Guam sees the whole customer with Oracle Cloud CX

Bank of Guam, a regional community bank with more than 20 branches across Guam, the Western Pacific and a presence in San Francisco, needed better ways to understand and serve customers. Relying on spreadsheets to track interactions left the bank without a unified customer view or clear insights into service interests, hindering personalization and cross‑channel engagement.

The bank implemented Oracle Cloud CX (Sales, Marketing, Service) to unify contact center, sales and marketing data, add a knowledge base, and automate reporting and personalized outreach with Oracle Eloqua. The platform gave agents detailed customer profiles, enabled timely cross‑selling and automated surveys, and drove measurable improvements: customer satisfaction rose to 97%, agent productivity increased by 75%, and unresolved incidents fell by about 90%.

Bank of Guam

Lesley-Anne Leon Guerrero

Vice President, Customer Service