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.