UMB Bank transformed its customer experience by using Medallia’s Experience Cloud and Speech Analytics to launch the CX Ambassador program, achieving a 9-point NPS increase, 20% improvement in first call resolution, and millions in cost savings. The initiative repurposed staff from closed branches to proactively address issues and deepen customer relationships. By acting on 95% of cases within two days and generating \$1.9 million in referrals, UMB shifted from reactive service to empathetic, insights-driven engagement. The program won industry awards and became a model for excellence across the bank.

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