INFOGRAPHIC: Digitally Transforming a Bank Through Modern CX Principles

An established financial services company in the Caribbean was known to prioritize face-to-face transactions and more traditional methods of customer service. Then, they hit a dead end when the world witnessed the slowing of economic growth in 2020. Recognizing the need to adapt and thrive in a highly competitive landscape, the bank embarked on a journey toward digital transformation with a modern CX strategy.

HGS’s expert consultants were able to educate more than 20 bank leaders about the nitty gritty of customer experience. Together, they deployed a ‘Learning Management System’ to improve agent quality and involved 100 % of their staff in CX-driven functions and strategies. Furthermore, HGS was able to successfully actualize the bank’s aim of training agents to solve real-time customer problems across convenient channels. Read the full case study, Regional Bank Realigns for Growth with a CX Modernization Roadmap.