Bank Dhofar Builds “Listen Everywhere” Strategy to Elevate CX Across Its Customer Touchpoints

Solution

Bank Dhofar is using Verint Survey Management, a Verint Voice of Customer (VOC) solution to find deeper and more meaningful customer insights through proactive, in-the-moment engagement – allowing them to see what worked and why, and how to fix what didn’t. The solution is already helping the CX team understand complex customer journeys and support improvements in marketing, operations, and digital products/digital banking.

Using Verint, Bank Dhofar has:

• Progressed from manual and complex physical forms to sophisticated, branded surveys and emails using standardized templates, questions, and themes to improve response rates.
• Unified feedback and case management initiatives through dedicated reporting dashboards.
• Embedded text analytics to provide the team with valuable insights.
• Created custom queries and reports from survey data to analyze business insights and trends based on the analysis of free-text user feedback.
• Measured employee feedback to help improve internal processes and training/self-development initiatives.

Ammar Askari comments, “Using the Verint Survey Management platform, we now have a CX index for each of our 131 branches which comprises their combined score of NPS, CES, and CSAT.”

Verint Messaging is also deployed within Bank Dhofar’s Social Engagement Hub. Intelligent automation and conversational insights help power seamless customer conversations across WhatsApp, Facebook Messenger, X, and Instagram.

Looking ahead, the team plans to use the predictive capabilities of Verint VOC solutions, together with struggle detection. This will help surface the most common platform access issues, remediating each in real time.

Benefits

This transformative strategy is not only improving loyalty, conversions, and customer satisfaction (CSAT) but also connecting revenue to the CX program.

The benefits include:

Increased Premier Banking service awareness by 43%, driving business growth: Verint solutions are improving customer acquisition and retention. For example, the first survey conducted in the Premier Banking segment found that 71% of customers did not know they had access to a Relationship Manager. A subsequent awareness campaign informing of this service reduced this to 28%.

Transformed bank culture: By unifying feedback, and displaying CX dashboards in branch, Bank Dhofar has created a more customer-centric culture. Using Verint Survey Management, CX leaders can pinpoint and resolve customer pain points in real time to ensure customer-centric decision making.

Increased agent capacity: Previously, it took staff 24 hours to manually respond to social comments regarding service. Now, Verint Messaging enables teams to respond to customer questions within an hour.

Commitment to Voice of the Customer: Through customized data sharing, visibility into customer-level context, and understanding the cost of poor CX, Bank Dhofar has created executive buy-in and helped to make CX an organization-wide priority.

Listening everywhere: Bank Dhofar collects and unifies customer data from all channels: web, mobile, location, and contact centers in the form of direct (surveys), indirect (conversations), and inferred (behavioral analytics) feedback to gain full visibility.

AI-powered analysis: Through automation and machine learning, the bank mines millions of interactions across the omnichannel journey. This surfaces important signals amid the noise, from big-picture trends to individual interactions, and helps close the loop.

Ammar Askari concludes, “These merged insights are driving our holistic CX program forward. Verint is a trusted partner to Bank Dhofar, helping the bank to deliver a consistently exceptional CX.”