Banorte partnered with Medallia to transform its customer and employee experience strategy, achieving over 6 million survey responses, a 155% rise in digital transactions, and a fivefold increase in response rates. Medallia enabled Banorte to unify feedback across branches, ATMs, digital platforms, and contact centers, using tools like Text Analytics and TX Profiles for deeper emotional insight and personalized service. During the COVID-19 crisis, Banorte also integrated employee feedback, maintained productivity, and enhanced customer care. Now with 13,000 staff accessing real-time feedback, all teams are aligned under a customer-first model.

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