UMB Bank needed to rethink customer support to ensure they were providing an unparalleled customer experience. Hear the story of how the financial services company deepened customer relationships and accelerated issue resolution by creating a Customer Experience Ambassadors program enabled by Medallia Experience Cloud. With Medallia Speech and sophisticated AI, they have been able to uncover customer insights that have resulted in millions of dollars in cost savings.
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Chapters:
00:00:00 - UMB's Journey with Medallia
00:01:08 - Customer Insights and Quality Management Improvement
00:02:19 - Measuring Success: Metrics for Customer Satisfaction
00:03:20 - Solving Problems and Providing Value at Enterprise Level
00:04:19 - The Game Changer for UMB
00:05:30 - Working Towards Better Customer Experience
00:06:36 - Appreciation for Medallia as a partner
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