Case Study

How UMB Uncovered Critical Insights That Improved Loyalty & Drove Unparalleled Customer Experiences

For 110 years, UMB has delivered comprehensive banking services and asset management across its eight-state footprint and national presence. As times changed they discovered a need to rethink customer support to ensure they were providing an unparalleled customer experience by leaning into customer needs, deepening their customer relationships, and accelerating issue resolution.

To achieve their goals, UMB partnered with Medallia Contact Center Suite to create a Customer Experience Ambassadors program. By utilizing Medallia’s speech analytics capabilities and sophisticated AI, they have been able to uncover customer insights that have resulted in millions of dollars in cost savings.

Learn how they achieved: 

  • 15% increase in Net Promoter Scores (NPS)
  • 20% improvement in first call resolution
  • 95% of issues resolved in two days and more!

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