Solutions · Banking
Hear it before the customer switches.
Moving a current account takes a few taps now. Customers rarely tell you they are leaving. They tell you something smaller first, in a call, a chat or a complaint. We make sure somebody hears it, and we put it in terms finance and risk already use.
Built for regulated contact centres.
Every response tied to the interaction it came from, stored in the region you choose and handled under ISO 27001.
Why it matters now
Loyalty in banking is easier to lose than it used to be.
Switching is easy.
Open banking and app based challengers mean a customer can move without ever visiting a branch. The warning signs show up in service conversations first.
Outcomes are regulated.
In the UK, Consumer Duty asks firms to evidence good customer outcomes. Regulators elsewhere are moving the same way.
Most journeys start in the app.
When a customer gives up and calls, you need to know what went wrong before they reached the agent.
Where we add value
Customer surveys and Voice of the Customer for banks on Genesys Cloud CX.
What changes for your bank.
Evidence of good outcomes
Feedback linked to the interaction, the product and the agent. You can show a regulator what customers actually experienced.
Vulnerable customers spotted
Comments that point to hardship, bereavement or confusion reach a trained team the same day.
Relationships saved
Low scores and complaint language open a case with a callback. The agent sees the full history before dialling.
App and agent in one view
See what happened in the app before the call, so the fix goes to the journey that caused the call.
Numbers finance trusts
Retention and revenue at risk expressed in money, next to the scores.
Fewer repeat contacts
See which journeys bring customers back a second and third time, and what they say when they do.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Mortgage customers mentioning rate changes doubled in comments this week.Spotted
Flagged with the comments behind it, weeks before the monthly report would have shown it.
Card dispute scores fell after last Tuesday's process change.Explained
Linked to the change and the queue, so the fix goes to the team that made it.
Three low scores from the same business customer in ten days.Acted on
A case opens and the relationship manager gets a callback task with the history attached.
Results
What customers have seen.
Who we work with
ATB Financial runs its customer programme on CX Index, alongside banks in Latin America and the UK.
500% more survey responses after moving their programme to CX Index.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for banks on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For banks, it ties every piece of feedback to the interaction, product and agent behind it, flags vulnerable customers and shows which customers are at risk of switching.
How do banks run customer surveys on Genesys Cloud CX?
CX Index triggers a survey from the Genesys interaction itself, after a call, chat, bot conversation or callback. The customer answers by voice, SMS, email or web, and every answer is linked to the interaction, the agent and the product it was about.
What should a bank measure after a contact centre call?
Whether the problem was solved, how easy it was and how the customer feels about the bank afterwards. Pair one score with one open question, and route any comment that suggests a complaint or a vulnerable customer to a person the same day.
Can CX Index help with Consumer Duty evidence?
It gives you customer outcome evidence tied to real interactions, products and agents, with the comments behind every score. Your compliance team decides how it is used in your reporting.
Where is our data stored?
In the AWS region you choose, from more than 20. CX Index has been ISO 27001 certified since 2018.
Does it only cover the contact centre?
No. Branch, app and web journeys can be measured in the same programme as your Genesys interactions.
Last updated 29 September 2026
See it with your own data
Hear what your customers say before they switch.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.