Transforming Customer Experience in Banking with a Customer Journey Approach

Banco Guayaquil, the innovative bank in Ecuador, turned to InMoment technology to empower the C-Suite to prioritize experience improvements across the customer journey, shape their digital roadmap, and help branch managers to improve satisfaction. Banco Guayaquil collects feedback using microsurveys across digital, support, and retail touchpoints. Text & sentiment analytics provide insights. Customer feedback is integrated with the bank’s CRM so it’s easy to close the loop with customers. Implementation within 6 months enabled the CX champion to show impact early and build program momentum across the organization.

“InMoment is the technology partner we needed to succeed. It has been a great fit: the right technology, strategic guidance, and value.”
– Head of Digital Transformation & Innovation, Banco Guayaquil

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