Case Study: Top 10 Bank improves digital customer experience with Quantum Metric

How a top 10 bank drives agile transformation

Top 10 Bank was struggling to prioritize its digital product backlog and understand the real impact of issues on the customer experience. The team spent too much time manually triangulating data from surveys, error logs, call center records, and other sources, making it difficult to move quickly and act on the most important problems.

Using Quantum Metric’s real-time digital analytics platform, including features like interaction heatmaps and session replay, the bank was able to instantly quantify issues, validate hypotheses, and prioritize improvements across product, DevOps, IT, CX, Insights, and Marketing. Quantum Metric helped the bank identify a major mobile check deposit error affecting thousands of users per day, with a 5% completion rate for that segment versus 85% normally, reducing friction and helping minimize call volume to the contact center.