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At Bendigo Bank the customer lies at the heart of all business decisions. The MiVoice insight community has enabled Bendigo Bank to get a deeper level of understanding of their customers needs and expectations and has led to the bank being awarded 1st place in Australia's CX Index 3 years in a row.

Key Results

  • 79% faster customer calls
  • 90% drop in phone queue complaints
  • 1st place in Forrester's Australia CX index across all industries 3 years in a row
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“The miVoice community enables us to be truly customer led. We can co-create, test our ideas and gather new inspirations from our customers to help guide the decisions that we make and the products and services we implement”
Ian Jackman
Head of Customer Voice
Bendigo and Adelaide Bank is an Australian financial institution, operating primarily in retail banking. They are one of Australia's biggest banks, with more than 7,000 employees helping over 1.9 million customers achieve their financial goals.
Financial Services
Business Type
B2B & B2C
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