Case Study: National Bank sustains cultural change across five contact centres with Stellafai

National Bank boosts staff clarity to 42% with Stellafai

A major national bank partnered with Stellafai to address the challenge of sustaining a cultural change initiative across five of its time-poor contact centers. The bank faced high staff turnover and needed a way to preserve the context, learning, and momentum from workshops to ensure the change would stick and not be lost.

Using Stellafai's operating system, the bank could connect cultural outcomes to specific experiments and evidence. The solution provided a persistent home for progress and learning, making it accessible to new team members and visible across all locations. Stellafai helped the bank achieve measurable progress, such as increasing the outcome for "Staff are clear about purpose and role" by 12%, from a 38% benchmark to 42%.

National Bank