Unicaja Banco, a leading Spanish bank, partnered with Deloitte Digital to transform its customer experience (CX). The "Unicaja Escucha" program integrated SAP Qualtrics XM to gather feedback across credit journeys (mortgages, SMEs, and cards), creating a centralized source of customer insights. Alerts enabled branches to act on feedback, improving satisfaction and loyalty. The program achieved a 29% increase in response rates for two credit processes and provided actionable insights for marketing and operations. This CX initiative strengthened customer connections, improved decision-making, and laid the foundation for future program expansion.

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