Case Study: Leading Multinational Bank improves branch customer experience with TTEC

Leading Multinational Bank - Customer Case Study

TTEC worked with a leading multinational bank that wanted to create a better retail branch experience and shift from product-focused service to more customer-focused interactions. The bank needed help identifying gaps in customer onboarding, relationship management, communications, and overall branch performance across people, process, data, and technology.

TTEC delivered a 360-degree assessment of the bank’s current state using customer, employee, market, and internal strategy insights, then recommended a roadmap for transformation. The solution included cultural change management, a redesigned CRM and data strategy, improved onboarding and portfolio management, smoother multichannel experiences, and back-office optimization. The result was a clearer view of the bank’s current position and independent, prioritized recommendations to improve customer experience and drive future branch growth, though no specific numeric impact was disclosed.