How Akbank Manages Customer Experience Proactively Across Every Channel
Akbank, one of Türkiye's largest private banks, has used Alterna CX since 2017 to measure customer experience every day across its branches, call center, internet banking and mobile banking. Combining transactional NPS with AI-powered text analytics, the bank gives more than 10,000 employees real-time insight into the voice of the customer and routes alerts to the right teams for timely action.
Full Case Study
See How Akbank Turns Customer Feedback into Daily Action
Delivering Best-in-Class Customer Experience Through Omnichannel Banking
About
Akbank is one of Türkiye's largest private banks, serving millions of active customers through an omnichannel banking model built around delivering the best customer experience in the market.
The Challenge
Akbank's previous solution ran its transactional NPS program but could not deliver real-time insight. Employees lacked a timely view of their own performance, and survey comments and social media conversations could not be analyzed at scale.
NPS is a great indicator for tracking where we are heading. But what I am really after is what lies inside it: the sentence the customer said, and what that sentence means.
Tülin Yaşkın | Akbank