MENU · 2026
Architecting the Future
High-Stakes Customer Engagement
© 2026 CEMax CEM
menu
MENU · 2026
Architecting the Future
High-Stakes Customer Engagement
© 2026 CEMax CEM
menu
MENU · 2026
Architecting the Future
High-Stakes Customer Engagement
© 2026 CEMax CEM
Banking
Banking
Banking
Six tools became one customer platform. How a bank with 650 branches used the CEMax Customer Experience Management (CEM) suite to raise customer satisfaction, speed up employees and cut the cost to serve customers.
Six tools became one customer platform. How a bank with 650 branches used the CEMax Customer Experience Management (CEM) suite to raise customer satisfaction, speed up employees and cut the cost to serve customers.
Client
650 Branches Bank
Year
2025
Build time
6 Months
A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.
Client
650 Branches Bank
Year
2025
Build time
6 Months
A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.
Client
650 Branches Bank
Year
2025
Build time
6 Months
A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.A bank with roughly 650 branches replaced six disconnected customer engagement solutions with the CEMax Customer Experience Management (CEM) suite. Voice AI went live first and immediately lowered inbound call volume. The same workflows then extended to every digital channel, to the contact center agent desktop, to branch appointments and to the wider bank. A change to a process is now made once and reaches every channel.
Results
reduction in average resolution time
reduction in average resolution time
reduction in average resolution time
to reach ROI
The bank reached ROI 45% faster than planned. First-contact resolution rose to 62%, while cost to serve fell by 35%.
Six tools became one
Six tools became one customer platform
Six tools became one customer platform
Six tools became one customer platform
How a bank with 650 branches used the CEMax Customer Experience Management (CEM) suite to raise customer satisfaction, speed up employees and cut the cost to serve customers.
More Projects.
Other builds from the last two years. All live, all handed over to the teams running them.
2026 · 3 week build · Live
2026 · 3 week build · Live
More Projects.
Other builds from the last two years. All live, all handed over to the teams running them.
2026 · 3 week build · Live
2026 · 3 week build · Live
More Projects.
Other builds from the last two years. All live, all handed over to the teams running them.
2026 · 3 week build · Live
2026 · 3 week build · Live
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