Banca Mediolanum

Offering better customer experience through innovation

Banca Mediolanum is an Italian bank, insurance and asset management conglomerate that currently has more than one million customers and 4,300 financial advisors, called “Family Bankers.” It differentiates itself through excellent customer service. Banca Mediolanum is unique in that it does not have any physical branches, but strives to be “the bank built around you.” It currently lets customers use different services from different access points, according to his or her needs.

Partnered with Genesys in their pursuit of an omnichannel vision, Banca Mediolanum is on a journey of technological innovation focused on ensuring the best possible experience for customers. The Genesys Multicloud CXTM solution enables Banca Mediolanum to enhance customer experience by offering a variety of channels.

Benefits

  • Improved customer experience by offering a variety of channels

Challenges

  • Customer experience impacted by lack of communication channels

One of the main benefits we have working with such a multinational company is taking advantage of its international experiences, so we can get good examples of what we can become.

Andrea Bordoli, Head of Banking Care, Banca Mediolanum

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