TREXIN CASE STUDY © TREXIN CONSULTING, LLC CONTACT US Financial Services Practice fs@trexin.com www.trexin.com MODERNIZING A CUSTOMER CONTACT CENTER Trexin led a large domestic bank through an enterprise-wide contact center discovery & road mapping initiative. BUSINESS DRIVER After years of rapid M&A growth, a top-5 bank faced a fragmented and aging customer contact center landscape. As the bank switched to an organic growth strategy, the focus toward integrating the customer experience and tech savvy consumers illustrated the need for change. While the evolving contact center technology direction could support the emerging view of the future, the fragmented footprint and systems implied substantial planning complexity and daunting investment levels. APPROACH Our joint

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