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When VoC is gathered from more than one touch-point in a bank, the insights are invaluable

As Africa’s biggest lender by assets, our client holds the ambition of the leading financial service provider in Africa. From a customer experience perspective, the organisation had implemented a variety of solutions over the years, with varying levels of success.

Through the implementation of the Smoke Customer Intelligence VoC solution within the contact centre and branch network, the bank was able to obtain real-time feedback on service experiences from almost 100 000 clients monthly

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