Case Study: Bendigo Bank achieves real-time customer-led decision making with Vision Critical

How Bendigo Bank support customer-led decision making in real-time

Bendigo Bank, Australia’s fifth largest retail bank, needed a way to keep pace with rapidly changing customer expectations and validate new digital, service, and product decisions. To support customer-led decision making, Bendigo Bank partnered with Vision Critical and used its miVoice online community to gather real-time insight across the business.

Vision Critical helped Bendigo Bank use miVoice as an always-on customer sounding board for CX and iterative testing, enabling faster, simpler banking. The bank used the feedback to improve contact centre processes, resulting in 79% faster customer service and a 90% drop in complaints about phone queues, while also helping Bendigo Bank secure first place in Forrester’s Australia CX Index for three years in a row.

Bendigo Bank

Ian Jackman

Head of Customer Voice