ATB Financial:

Moving the Dial on CX With Real-Time Insights

Implementing CX Index as our voice of the customer solution has meant real-time insights for real-time actions. We've been able to analyse both our highest and lowest rated interactions and find trends, leading us to make valuable changes to improve the customer experience

MICHAEL ROGERS
 DIRECTOR OF INSIGHTS
ATB FINANCIAL

Case study

The Challenge

ATB Financial was undergoing a major contact center transformation, migrating to Genesys Cloud. As part of this shift, they needed a customer feedback solution that could:

  • Seamlessly integrate across voice, chat, and email
  • Deliver contextual insights from every interaction
  • Reduce manual reporting workload
  • Meet stringent data security standards

Why CX Index™?

CX Index was the only platform offering native integration across all Genesys channels—voice (IVR), chat, and email—while meeting ATB’s strict security requirements with ISO27001 certification.

It also delivered what their previous system couldn’t:
Fully automated, real-time surveys
Actionable insights tied to key interaction metadata
A streamlined experience for both customers and internal teams

What They Asked Customers

With a clear focus on impact and simplicity, ATB’s survey design focused on three key metrics:

Quality of service

“The person I chatted with provided high-quality service.”

Request fulfillment

“The person I chatted with was able to fulfill my request.”

Ease of interaction

“The person I chatted with made the interaction easy for me.”

Open-text feedback provided emotional context and ideas for customer-led innovation.

How They Captured Feedback

ATB rolled out chat and IVR surveys, using CX Index’s Genesys integration to automate delivery and collect key metadata like:

  • Reason for contact
  • Team/agent involved
  • Wait time
  • Department
  • Prior experience

    • This case study describes ATB Financial's journey with CX Index.

    Bringing Insights
    to Life

    CX Index helped ATB democratize data access across the organization:

  • Agents could view their own performance in real-time
  • Managers had team-level dashboards
  • Executives had a top-down view across departments
  • All within the Genesys interface—no switching platforms

    • This embedded access drove higher adoption, stronger engagement, and faster action on feedback.

    Results That Speak Volumes

    500%

    Increase in survey response rates

    34000+

    IVR responses collected

    24%

    Improvement in ease of interaction

    27%

    In level of improvement in request fulfilled

    24%

    Improvement in service quality

    Better Insights, Better Outcomes

    CX Index helped ATB Financial close the loop between experience and action—enabling them to continuously improve service quality, drive customer satisfaction, and engage their frontline teams in the CX mission.