Case Study

Banorte uses the voice of the customer to continually transform the experience

As the largest Mexican Bank, in 2017, Banorte set the vision of being the best financial group in Mexico and for Mexicans by the year 2020. The Banorte team did not seek to be the biggest bank, but the best one in terms of attention and service. With over 11.2 million customers, Banorte was using multiple systems to gather and store information but had no way to predict customer behaviors and give recommendations for cross-sell opportunities. To achieve this vision of being the best financial group in Mexico, Banorte needed a strategy to place the customer at the center of the organization.

Led by senior management, Banorte chose Medallia and began to listen to clients in every interaction. An experience program was implemented to receive customer insights in branches, ATMs, digital channels like web and app, contact centers, Preferred Banking, Wealth and Private Banking, correspondents and insurance.

Read the case study and find out how Banorte has received 6 million completed surveys across all channels, as well as a 155% growth in transactions across digital channels and 5X increase in response rates.