Summary
Nedbank — one of the biggest banks in South Africa, serving both businesses and consumers — started its CX transformation in 2010, then doubled down on it in 2021 as part of a larger transformation. During this period, Nedbank significantly improved its customer experience (CX), customer loyalty, employee engagement, and business results. Nedbank won Forrester’s 2024 EMEA Customer Obsession Award for its impressive efforts. This report delves into its CX transformation journey, including the challenges, the approach, and key lessons learned.
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