Case Study: Regions Financial Corporation achieves a 14% customer satisfaction boost and double-digit employee retention gains with Verint Systems' Workforce Management for Branch solution

Regions Financial Corporation - Customer Case Study

Regions Financial Corporation, a full-service bank with more than 1,400 branches across the South, Midwest and Texas, launched a five-year branch transformation to boost customer service, operational efficiency and sales effectiveness. The bank faced workforce challenges as customer transactions migrated to self-service channels and staff were spending below-average time on customer-value activities, requiring a refreshed staffing model and analytics-driven strategy.

Regions implemented a four-part, analytics-powered solution—workforce studies, labor modeling and position planning, branch-hours optimization, and automated shift scheduling—using Verint Branch Forecaster, Branch Scheduler and advisory services. The program simplified job families, aligned hours to market opportunity (including more Saturday coverage), automated schedules and put the right bankers in the right branches, delivering a 14% lift in customer satisfaction/loyalty, double-digit improvement in employee retention, stronger operational metrics and growth in households and deposits.

Regions Financial Corporation

Jason Epstein

Executive Vice President of Sales, Service, and Performance Management