UniCredit Bank became a laureate and received high recognition from the jury of CX WORLD AWARDS, which annually identifies and rewards the most interesting and successful projects in the customer experience industry. The Bank became a finalist in two categories, such as ‘Best Practice of Customer Intelligence and Feedback’ and ‘Best Team of Customer Experience’.

“The research conducted by the Bank shows how the customer loyalty level directly influences the performance and profitability of a financial institution. That is why we pay great attention to customer communication and constantly improve our work.   The feedback is collected using all key points of interaction with the Bank: issuance of products, advisory assistance via remote service channels or in the office, transactions in the Internet Bank.  We are pleased that our work is highly appreciated by our customers and market experts, as evidenced by the awards received,” comments Elena Malakhova, Head of Customer Satisfaction Unit. “This success would not have been possible without our highly professional team that acts as a driving force for improving the Bank’s services.”

The category ‘Best Practice of Customer Intelligence and Feedback’ discovers the entities, which successfully apply various models for collecting and processing feedback to support and provide excellent service. The award ‘Best Team of Customer Experience’ highlights successful groups that shape best practices in the entity using various channels and interaction points, while demonstrating high team spirit and service culture, customer focus, commitment, customer applications management, product expertise and the best customer service examples.