COOPEUCH, the leading cooperative bank in Chile with an extensive customer base, set out to revolutionize its customer experience to adapt to changing market demands and improve its competitive position. In partnership with Izo, they carried out an ambitious project of diagnosis and transformation of the experience to achieve this goal.

The first step of the project was to carry out an exhaustive diagnosis of the current experience of COOPEUCH customers. More than 450 surveys were conducted to understand the needs, expectations and pain points of customers at all points of contact with the bank. This information provided a clear view of the areas that required improvement and the key aspects that needed to be addressed to raise the customer experience to a new level.

In addition to the surveys, 10 co-creation workshops were held in which both COOPEUCH customers and employees participated. These sessions allowed us to gather valuable ideas, suggestions and feedback to design solutions that truly aligned with customer needs and desires.

With the information collected during the diagnosis, COOPEUCH and Izo designed and implemented a comprehensive experience transformation strategy. This strategy focused on two main aspects: boosting digital channels and reinforcing key brand attributes to meet customer expectations.

Significant improvements were implemented in COOPEUCH's digital channels, such as the optimization of the user experience in online banking and the introduction of new digital functions and services to facilitate transactions and improve accessibility.

In addition, work was done to strengthen brand attributes, focusing on aspects such as trust, transparency and closeness with customers. These attributes were consistently communicated across all touchpoints with the bank, from advertising to customer service, to create a unified and memorable experience.

As a result of this transformation, COOPEUCH was able to deliver on its promise to provide an exceptional omnichannel experience to its customers. The implementation of significant improvements in digital channels and the reinforcement of key brand attributes led to an increase in customer satisfaction and loyalty, consolidating COOPEUCH's position as a leader in the cooperative banking sector in Chile.