How Two Banks Combined Their Expertise On Data and Culture to Develop a Picture of Success through CX

Eastern Bank concentrated on and became adept at the operational and analytics side of customer experience, but was insufficiently focused on the cultural components of the CX discipline. While Bangor Savings Bank had the culture side nailed down but was in need of help on the data side of its program.

  • Created an alert-based closed loop initiative and a CX leadership council to drive action Bangor Bank increased NPS score by more than six points

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