Speak with an expert

Published

1 min read

UniCredit Bank cares: Connected customers, employees, and operational data to build human banking experiences

JUMP TO

SHARE

Download Case study

The challenge

UniCredit Bank Hungary set out to become a truly customer-centric bank — but experience insights were fragmented across customer, employee, operational, and digital systems.

Without a unified view, teams struggled to identify root causes, prioritise improvements, or clearly link CX initiatives to measurable business impact.

To move forward, UniCredit needed to connect every source of insight and turn experience into a strategic growth engine.

The solution

With Forsta’s HX platform, UniCredit unified VoC, EX, complaints, and operational KPIs into a single, connected ecosystem.

Guided by its C.A.R.E.S. framework, the bank aligned leadership, empowered employees, and tied CX directly to ROI. Insights now move quickly from analysis to action — enabling smarter prioritization, faster resolution, and measurable impact across retail and corporate banking.

The results?

  • 3× increase in Private Individual RNPS.
  • 1 Corporate NPS ranking in 2025.
  • Stronger retention and sustained growth

Read the full case study to see how UniCredit turned CX into banking’s best asset.

Read the case study