ABSA Bank's Voice of the Customer (VoC) approach delivers insights via advanced customer surveys
ABSA Bank makes their customer feedback more actionable across their different products, 800 branches and millions of customers. The Voice of the Customer (VOC) is gathered and allows the customer experience (CX) and insights team to give valuable details to different product teams. This customer feedback drives drive improvements in the value proposition and increases customer retention. Verint's Enterprise Feedback Management solution is critical to delivering on this customer experience vision.
One of the challenges of customer research is making it actionable. ABSA measures feedback across 7 channels and helps them understand pain points that need improvement or enhancements that need to be made. With Verint, they can prove the connection between customer retention and customer feedback.
ABSA Bank, a wholly owned subsidiary of Barclays Africa Group, is one of the largest retail banks in South Africa, with a wide range of financial services products.
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