The largest financial services group in Norway, DNB intends to remain the country’s preferred bank while driving for growth, the best digital solutions and lower costs. Key to its success is the amazing customer experience (CX) its agents provide throughout Oslo, Bergen, Gjøvik, Trondheim, Stockholm, Riga and several branch offices. These 1,500 agents handle 8 million annual interactions with voice, digital channels and work items centrally managed through the Genesys™ solution. This ensures high FCR and accurate forecasting across 200 agent skill sets and competencies.
The bank’s digital-first approach, which helped absorb traffic spikes during the COVID-19 pandemic, began more than a decade ago. “DNB was one of the first Norwegian banks to offer an SMS service, enabling customers to check account balances and transfer money with just a few keystrokes,” said Jan Thomas Lerstein, Head of Emerging Technologies at DNB. “We introduced chat in 2009 and were an early adopter of social media and chatbots.”
Results achieved to date include a 30% call reduction with a 50% reduction in the number of unresolved issues transferred from the chatbot to live agents, from 20% to just 10% of calls.