Case Study: Regions Financial Corporation improves customer satisfaction and retention with Verint Workforce Management

Regions Financial Corporation improves customer satisfaction and loyalty by 14% with Verint

Regions Financial Corporation, a major U.S. bank, embarked on a branch transformation journey to improve customer service, operational efficiency, and sales effectiveness. Their challenge involved optimizing their branch network, workforce, and hours to better align with customer needs and market opportunities. They partnered with Verint Systems to address this using Verint's workforce management and advanced analytics solutions.

The solution from Verint involved a multi-part approach powered by analytics, including Branch Workforce Studies, Labor Modeling and Position Planning, Branch Hours Optimization, and Automated Shift Scheduling. This enabled Regions to redesign its staffing model, optimize branch hours, and implement efficient scheduling. The results were significant: Verint helped Regions improve overall customer satisfaction and loyalty scores by 14%, increase branch employee retention by double digits, and grow both households and deposits.

Regions Financial Corporation