The most compelling examples of improving the customer experience in banking show that success comes from focusing on what customers actually need, not just implementing the latest technology.
Customers increasingly compare their banking interactions to their shopping experience on Amazon rather than to other financial institutions, which continues to up the stakes for what banks and credit unions feel pressure to deliver. A McKinsey research study from 2023 highlighted that banks with superior CX outperformed competitors by 80% in revenue growth, proving that improving the customer experience in banking isn’t just about satisfaction—it’s about survival.
This means that banks and credit unions aren’t just competing on rates and products anymore—they’re competing on how effortlessly customers can do business with them. Those that get it right are seeing measurable results in retention, efficiency, and revenue.
In this article, we’ll dive into real-world examples of improving the customer experience in banking, showing how leading banks across North and Latin America are setting the tone for 2025.
1. AI-Powered Virtual Assistants: The Game Changer for Instant Support
Example: Banorte – Enhancing Digital Banking for Retirees
The Challenge: Pensiones Banorte sought to improve the customer experience in banking by making financial services more accessible for its retiree segment. Recognizing that many retirees were already using WhatsApp for communication, they aimed to introduce an AI-powered virtual assistant on the platform to provide transactional banking options and seamless customer support.
The Solution: Banorte introduced an AI-powered WhatsApp virtual assistant that enabled retirees to:
✅ Check balances and transaction history
✅ Apply for credit and financial products
✅ Receive instant support without waiting for human agents
Results:
✔ 300% increase in handled inquiries per month
✔ $2M revenue generated in the first month through automated credit applications
✔ Higher customer satisfaction due to easy, familiar digital access
How Banks Can Implement This:
✅ Integrate AI assistants across familiar digital channels to deflect common inquiries.
✅ Ensure seamless escalation to human agents for complex issues.
✅ Use natural language processing (NLP) for intuitive interactions.
✅ Integrate transactional features for a seamless, all-in-one banking experience.
2. Proactive Engagement & Personalized Messaging
Example: Banco Comafi – 93% ROI with Smart Messaging
The Challenge: The international bank wanted to improve the customer experience in banking by boosting engagement and driving action through direct communication channels.
The Solution: They deployed a proactive messaging strategy via SMS, WhatsApp, and push notifications to:
✅ Send fraud alerts and transaction updates
✅ Provide personalized financial offers
✅ Encourage adoption of digital banking channels
Results:
✔ 93% ROI within two months
✔ Higher adoption of digital channels
✔ Improved customer satisfaction and engagement
How Banks Can Implement This:
✅ Use data analytics to segment customers and send relevant messages.
✅ Automate transactional updates to keep customers informed.
✅ Leverage WhatsApp and SMS for high open and response rates.
3. Digital Onboarding & Self-Service for Frictionless Banking
Example: Lowell Five Bank – Streamlining New Customer Onboarding
The Challenge: Customers struggled with lengthy onboarding processes, leading to drop-offs and frustration.
The Solution: The bank introduced a digital onboarding process, including:
✅ Self-service appointment scheduling with online banking advisors
✅ Digital KYC verification to eliminate in-person document checks
✅ Automated customer welcome journeys with guided tutorials
Results:
✔ Higher conversion rates for new accounts
✔ Reduced time spent on manual appointment coordination
✔ Improved customer convenience and satisfaction
How Banks Can Implement This:
A smooth digital onboarding process is one of the most impactful examples of improving the customer experience in banking:
✅ Offer digital appointment scheduling with real-time availability.
✅ Simplify KYC (Know Your Customer) verification with online document uploads.
✅ Provide self-service portals for onboarding steps like fund transfers and account setup.
4. Human-Centered AI: Blending Automation with Personal Touch
Example: Bank of Oak Ridge – Freeing Up Employees for High-Value Interactions
The Challenge: Employees were overwhelmed with repetitive tasks, reducing their ability to focus on customer relationships.
The Solution: To improve the customer experience in banking, the bank deployed an AI-powered knowledge management system to:
✅ Instantly answer routine inquiries through a chatbot
✅ Give human agents real-time knowledge support for faster resolutions
✅ Ensure consistent, accurate responses for all customer interactions
Results:
✔ Increased employee efficiency and focus on personalized service
✔ Improved response accuracy and speed
✔ Higher overall customer satisfaction
How Banks Can Implement This:
Another powerful example of improving the customer experience in banking is using AI to enhance efficiency without sacrificing personal touch.
✅ Equip frontline staff with AI-powered knowledge bases for quick answers.
✅ Automate routine inquiries so human agents can focus on complex issues.
✅ Use AI chatbots for after-hours support while maintaining human escalation options.
5. Omnichannel Banking: Meeting Customers Where They Are
Example: Regions Bank – Consistently Ranking as a Top U.S. Bank for CX
The Challenge: Customers expected seamless interactions across digital, phone, and in-branch experiences.
The Solution: To improve the customer experience in their banking operations, Regions Bank developed a fully integrated omnichannel strategy, ensuring:
✅ Consistent customer experiences across online banking, mobile apps, phone, and in-branch support
✅ A unified customer data system so customers don’t have to repeat themselves across channels
✅ AI-powered virtual assistants to provide 24/7 digital support
Results:
✔ Ranked as one of the top U.S. banks for customer service
✔ Enhanced digital adoption without sacrificing branch engagement
✔ Higher customer satisfaction and retention rates
How Banks Can Implement This:
✅ Ensure customer data is accessible across channels for a unified experience.
✅ Offer seamless transitions between self-service, AI, and human support.
✅ Maintain high-quality service whether customers interact online, via phone, or in person.
Final Thoughts: Turning CX into a Competitive Advantage
The best-performing banks aren’t just offering financial products—they’re focused on improving the customer experience in banking by removing friction, automating key processes, and meeting customers where they are.
These examples of improving the customer experience in banking showcase how leading financial institutions around the world are enhancing customer interactions through AI, automation, and seamless digital solutions. If you’re looking for proven strategies for improving the customer experience in banking, these examples highlight what’s working in 2025.
By implementing AI-powered virtual assistants, proactive messaging, digital onboarding, knowledge management, and omnichannel strategies, banks can:
✔ Boost efficiency while lowering operational costs
✔ Enhance customer loyalty with proactive and personalized service
✔ Increase digital adoption while keeping a human touch
What’s Next?
Want to explore how these strategies can be implemented at your bank?