Serving 18 million customers in France and its territories, La Banque Postale has undertaken this transformation with a clear objective: Address the reliability challenges of its old platform, reduce specific developments and implement a platform capable of evolving more rapidly with customer expectations and technological advances.

Join Thomas Dalle, Product Manager at La Banque Postale, as he discusses the different stages of this transformation — from the choice of platform and large-scale migration to the development of digital interactions and innovation around AI.

This transformation notably involved the migration of 6,200 employees across 26 sites, in nine phases, enabling the implementation of a stable Genesys Cloud platform that was quickly adopted by advisors. Today, La Banque Postale uses Genesys for voice, email and secure messaging integrated into its application, as well as an AI-powered Welcome Bot. With this transformation now well established, the bank aims to further enhance digital interactions and explore new AI capabilities, with a longer-term vision centered around the « augmented advisor. »

On the agenda:

• Why La Banque Postale chose Genesys Cloud and how it tackled a complex, large-scale transformation
• How the teams prioritized standard platform features over custom developments to create a simpler and more sustainable operating model
• How La Banque Postale managed the migration and change management of 6,200 customer-facing employees across 26 sites
• How the bank is leveraging its cloud platform to develop digital interactions and prepare for AI adoption
• How La Banque Postale is approaching the next stage of its transformation, with the development of digital interactions, AI-enhanced experiences and the vision of the « augmented advisor »