RHB Accelerates Customer-Centric Growth
RHB Banking Group has partnered with Qualtrics to deepen its commitment to service excellence and solidify its standing among Malaysia’s top banks by enhancing customer experiences across every touchpoint.
As one of Malaysia’s largest banking groups, RHB has evolved its experience management program over the past two years, from an initial cross-channel listening initiative to a fully integrated Voice of Customer Ecosystem.
This platform now tracks customer satisfaction across 17 distinct journeys, enabling the bank to capture actionable insights in real time.
From Listening to Action
Since implementing the ecosystem, RHB has successfully won back more than 4,000 dissatisfied customers and identified seven key process-improvement opportunities – efforts that have driven customer satisfaction scores above 85 percent across all channels.
To power these gains, RHB now conducts digital listening across every channel, leveraging tailored dashboards for diverse stakeholder groups and employing TextIQ to analyze open-text feedback, transforming unstructured comments into strategic priorities.
Real-Time Insights and Future Goals
Looking ahead under its «Progress27» corporate strategy, RHB aims to become the market leader in CX by embedding real-time customer insights at every interaction. Planned initiatives include digital self-service enhancements and a structured CX proficiency framework complete with targeted upskilling programs, ensuring employees can deliver exceptional service at every level.
Thomas Karthaus, Country Manager for SEA and Greater China at Qualtrics, said: «Today’s market leaders are putting customers at the heart of everything they do. We’re proud to support RHB in winning back thousands of customers and achieving such impressive satisfaction results».
