Case Study: CX Index and ATB Financial

Posted by CX Index on Jun 6, 2019 5:13:54 PM
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In 2018, CX Index was chosen by ATB Financial as their Voice of the Customer (VoC) provider, tasked with helping them as they embarked on a new journey with the Genesys as their contact centre infrastructure.

We teamed up with ATB to develop a case study on our journey together thus far. In this blog post, we’ve outlined some of the key findings from our partnership with ATB to date.

Solution

The case study sets out how CX Index worked closely with the ATB and Genesys teams to deliver a solution tailored to fit ATB’s requirements. In the case study, we go through the planning process and the factors that needed to be carefully considered.

Integrated data is being collected in real-time through both IVR and chat channels, and individuals are able to access the data that is relevant to them within the Genesys environment, which means no switching between systems, ensuring a heightened level of employee engagement with the system.

Outcome

The adoption of CX Index as their VoC provider has allowed ATB to obtain much better quality and quantity of feedback. Their employees are getting better at servicing their customers and their customers' satisfaction is, in turn, improving alongside it.

Here are some key stats:

  • 500% increase in survey response rates
  • 17% improvement in ease of interaction
  • 18% improvement in request fulfilled
  • 16% improvement in service quality

Click here to download the case study and learn how ATB benefited from CX Index's integration with Genesys Pure Engage Cloud.

Topics: Customer Experience, Feedback, Customer Success, Contact Centre, xpr19

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