Case Study: KeyBank improves customer experience and visibility with OvationCXM

KeyBank - Customer Case Study

KeyBank, a top 20 U.S. bank serving 15 states, was looking for help with ecosystem collaboration and fragmented customer journeys. As it expanded digital transformation through fintech partnerships, the bank faced servicing friction, disconnected communications, low visibility across partner journeys, inefficiency across multiple systems, and too much manual effort. KeyBank used OvationCXM’s full product suite to address these challenges.

With OvationCXM, KeyBank gained an enterprise view of clients, connected data across systems, and improved orchestration of customer requests and journeys while giving associates faster access to knowledge. The results included a 26% reduction in operating costs, 10% revenue growth, 60% NPS scores, 50% employee satisfaction, 25% lower call volumes, 75% service visibility, and 20% lower attrition, helping KeyBank deliver a better customer experience and stronger team efficiency.

KeyBank

Jon Briggs

Head