Medallia, Inc., the global leader in experience management, announced that AIB, one of the largest commercial banks in Ireland, is expanding its customer experience programme with Medallia.

AIB is boosting its customer experience measurement programme by leveraging Medallia’s digital measurement solution to ensure rapid customer insight that guides its customer-first strategy during the current period.

AIB is also moving to advanced text analytics to get a deeper understanding of their customers’ experiences, while also requesting and capturing continuous video feedback from customers in order to bring experiences to life across the bank. The programme expansion will also enable staff across the bank to have live customer feedback at their fingertips via mobile devices.

Paul Allen, Head of Customer Experience, AIB: “At AIB our purpose is to back our customers to achieve their dreams and ambitions. We cannot achieve this without continuously listening to our customers and learning from their feedback so we can continue to provide them with suitable and sustainable products and services when and where they need them. This expansion will ensure we have a best in class measurement programme in place”.

Leslie Stretch, Chief Executive Officer for Medallia said: “Right now, more than ever, banks need to be focused on the experiences they deliver to their customers to ensure customer loyalty. We are very pleased to see AIB staying connected to their customers with Medallia”.

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