Case Study: Banco Macro achieves measurable profit and stronger customer trust with Qualtrics CX

Banco Macro grows account balances 2–3% with Qualtrics

Banco Macro, a major Argentinian bank, faced the challenge of operating in a highly volatile economic environment where maintaining customer trust was critical. They partnered with Qualtrics and its CX solutions to shift their focus from simply selling products to designing customer experiences that would act as a shield against uncertainty and build loyalty.

Qualtrics implemented a real-time, omnichannel listening system that moved beyond just tracking sentiment scores to reading customer intent. This solution included a closed-loop system and Digital Experience Analytics to trigger immediate, high-priority actions from specific feedback. The results were significant; Banco Macro found that every 10-point increase in NPS directly correlated to a 2-3% growth in account balances, turning customer experience into a measurable line item for profit.

Banco Macro