Like many other leaders, Rafael Fragoso, head of digital banking at Banorte, struggled to close the gap between what customers want and what his organization could offer them. Consistent benchmarking has been key to this effort — and Forrester’s benchmarking tools have helped Fragoso’s team make targeted improvements that have driven significant business impact.
In this video, Fragoso describes the evolution of Banorte’s relationship with Forrester, from relying on research reports to using benchmarking tools in multiple areas of the business. Forrester has also helped Banorte identify key metrics to monitor, which has in turn helped guide the team’s decision-making. Among the successes Banorte has realized are a client attrition rate of less than 2% and significantly increased digital channel usage. “We think that we are, right now, very competitive,” Fragoso says.
