Case Study: Comerica boosts mobile banking satisfaction by 5 points with Verint Systems

Comerica Ties Digital Banking Improvements to Customer Satisfaction

Comerica, a 168‑year‑old top‑25 U.S. bank, needed a consistent, data‑driven way to measure digital customer experience after finding feedback scattered across service teams and app stores, with small, skewed samples and younger customers notably less satisfied. The bank wanted a cohesive view to prioritize digital improvements and tie changes to overall customer satisfaction.

Comerica implemented Verint Predictive Experience to measure web and mobile touchpoints, use causal predictive analytics, and run pre/post‑launch reviews. The platform identified task, process, and navigation as mobile priorities; an upgrade driven by those insights raised mobile satisfaction by 5 points, enabled hourly monitoring of verbatims, validated further investments, and provided ongoing benchmarking against peers.

Comerica

Kristy Brandon

SVP of eBanking Retail Products