Bank of Georgia partnered with Medallia to overhaul its customer experience, resulting in an 18% NPS increase, 30% rise in business internet banking satisfaction, and 26% improvement in contact center satisfaction. With 96.5% of transactions now digital, the bank implemented over 1,500 CX-driven improvements, including chat in the mobile app and offline transaction access. Medallia enabled real-time feedback across digital, call center, and branch channels, empowering staff and accelerating issue resolution. As a result, engagement soared, processes became more customer-centric, and Bank of Georgia won accolades for digital excellence.

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