Case Study: Bank Dhofar improves customer experience and loyalty with Verint Systems

Bank Dhofar Builds “Listen Everywhere” Strategy to Elevate CX Across Its Customer Touchpoints

Bank Dhofar needed a better way to understand and respond to customer feedback across its many touchpoints, from web and mobile to branches and contact centers. Working with Verint Systems and its Survey Management and messaging capabilities, the bank set out to create a “listen everywhere” customer experience strategy that could unify direct, indirect, and behavioral insights and support faster action on customer issues.

Verint Systems helped Bank Dhofar centralize feedback, use AI-powered analysis to mine millions of interactions, and give CX leaders real-time dashboards and customer-level context. The results included a 43% increase in Premier Banking service awareness, a reduction in customers unaware of Relationship Manager access from 71% to 28%, and faster social response times from 24 hours to under one hour.

Bank Dhofar

Ammar Askari

Head of Customer Experience