BankUnited crushes CX with 104% increase in NPS

Exceptional customer service is crucial to maintaining loyalty, strengthening brand affinity, and staying ahead of the competition. More than just cutting costs or automating tasks, modern customer experience solutions transform how financial institutions engage with their customers and build long-term success.

A compelling example of this transformation is BankUnited. It showcases how the right technology can be a powerful differentiator, driving customer satisfaction, improving operational performance, and fueling business growth.

BankUnited, N.A., a wholly-owned subsidiary of BankUnited, Inc., is one of the largest independent depository institutions headquartered in Florida, providing a broad range of consumer and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions.

Handling complex customer service demands.

BankUnited faced the challenge of improving customer experience while navigating the complexities of a modern financial institution. Their customers demanded fast, seamless interactions while their internal teams struggled to keep up.

A critical issue was the lack of real-time insights into interactions. Without comprehensive performance data, BankUnited couldn’t track key metrics or resolve customer queries efficiently. Additionally, agents found it difficult to grow their skills and improve performance due to insufficient training tools and a lack of actionable feedback. This limited agent development and increased resolution times, which had a negative impact on customer satisfaction.

BankUnited needed a solution that was more than just a quick fix—they needed a reliable, adaptable, secure, and future-proof solution that could optimize operations, empower agents, and provide a superior customer experience.

Enhancing agent performance and development.

One of the challenges faced by BankUnited was the slow pace of agent development. Before partnering with Talkdesk, it could take up to six months to train agents and equip them with the necessary skills to perform at a high level. Talkdesk Customer Experience Analytics provides intelligent insights and training tools, significantly reducing this timeline.

BankUnited now uses real-time performance data to offer targeted feedback to agents, enabling them to improve faster. The onboarding process for new agents has been simplified, and upskilling existing staff is more efficient than ever. What used to take six months to a year is now achievable in just 90 days.

This improvement in agent development benefits employees and directly impacts the quality of service they provide. Well-trained, confident agents are more likely to deliver exceptional customer experiences, fostering stronger client relationships.

AI-powered solution to transform customer experience.

BankUnited needed a solution to deliver a truly customer-centric experience and found Talkdesk Financial Services Experience Cloud™ was up to the challenge by offering:

AI-powered efficiency. Talkdesk Copilot guides, and assists agents during interactions, empowering them to resolve issues faster and reduce average handle time.

Intuitive self-service. Talkdesk Autopilot empowers customers to resolve simple issues independently through intuitive self-service options, freeing agents to handle more complex inquiries.

Robust analytics and reporting. Business intelligence provides comprehensive data and insights, enabling BankUnited to identify areas for improvement, personalize agent coaching, and optimize overall performance.

Measurable impact on key metrics.

BankUnited’s investment in Talkdesk Financial Services Experience Cloud™ delivered clear, measurable results. Key performance metrics saw dramatic improvements, validating the decision to embrace AI-driven technology.

• Reduced abandonment rate. The abandonment rate decreased by 28%—to an impressive 5.3%—indicating a significant improvement in customer satisfaction.

• Increased self-service adoption. Customers embraced the convenience of self-service, achieving a 16% self-service rate and reducing agent workload.

• Improved agent performance. Access to detailed data and insights accelerated agent development, leading to improved efficiency and customer interactions.

• Enhanced customer satisfaction. The overall customer experience was significantly enhanced, reflected in increased CSAT scores and a record-high NPS increase of 104%.