AIB selects Medallia to boost customer experience program

By Megha Bhattacharya

Allied Irish Banks, recently selected experience management solutions provider Medallia in a bid to boost its customer experience program. AIB will be utilising Medallia’s digital measurement solution for ensuring rapid customer insight. The Irish commercial bank is also moving to advanced text analytics to get a deeper understanding of their customers’ experiences, while also requesting and capturing continuous video feedback from customers in order to bring experiences to life across the bank.

“At AIB, our purpose is to back our customers to achieve their dreams and ambitions. We cannot achieve this without continuously listening to our customers and learning from their feedback so we can continue to provide them with suitable and sustainable products and services when and where they need them. This expansion will ensure we have a best in class measurement programme in place,” said Paul Allen, Head of Customer Experience, AIB.

Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalised and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.

“Right now, more than ever, banks need to be focused on the experiences they deliver to their customers to ensure customer loyalty. We are very pleased to see AIB staying connected to their customers with Medallia,” said Leslie Stretch, Chief Executive Officer for Medallia.