Financial Services A - ANDX: Experience Solutions Built with Technology & Design

Multi-Channel CX Optimization

Financial Services

The Challenge

Leading financial institution was in need of a way to measure enterprise customer and employee feedback across eight lines of business and 25 touchpoints. They were seeking a solution to drive operational improvements across multiple channels.

The Work

ANDX deployed an 8-figure enterprise customer experience program to measure customer and employee feedback and supported all aspects of the program implementation. Our team developed a Customer Feedback Management (CFM) platform providing customized role-based dashboards and real-time access to results, along with a tailored Closed Loop application in support of their specific needs. ANDX helped modernize the financial institution’s feedback collection process, moving from traditional telephone to online, SMS, and website and in-app intercepts.

The Payoff

Our feedback program helped form process enhancements that improved the overall customer experience, provided input on how to customize products and services that customers really wanted, and helped improve their financial well-being. Our sample specialists processed over 2-million customer records daily, implementing a proprietary prioritization process for customers who had transacted across channels. Our successful partnership and collaboration contributed to the financial institution’s recognition by JD Power for several years running.

Let's Chat