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Case study · Financial services, Canada
ATB Financial moved to Genesys Cloud and lifted survey response rates by 500%.
ATB Financial rebuilt customer feedback around its move to Genesys Cloud, with CX Index running chat and IVR surveys. Survey response rates rose 500%. Scores for ease, request fulfilment and service quality all improved by 24% or more.
The results.
After moving its contact centre feedback to CX Index on Genesys Cloud.
The challenge
A contact centre migration, and feedback had to move with it.
ATB Financial was moving its contact centre to Genesys Cloud. It needed customer feedback that worked across voice, chat and email, carried the context of every interaction and cut the manual reporting. It also had to meet strict data security standards.
For ATB, CX Index was the only platform with native integration across all the Genesys channels it needed, voice IVR, chat and email, and it met the security requirements with ISO 27001.
What changed
Three questions, asked automatically.
Automated and in real time
Surveys fire automatically from the Genesys interaction, as soon as it ends.
Every answer has its context
Each response carries the reason for contact, the team and agent, the wait time, the department and the customer's prior experience.
Simpler for everyone
A cleaner experience for customers, and for the teams acting on what they say.
The survey
What ATB asked its customers.
The survey came down to three statements. “The person I chatted with provided high quality service.” “The person I chatted with was able to fulfil my request.” “The person I chatted with made the interaction easy for me.”
Open text comments gave the reasons behind the scores, and ideas for improvements led by customers.
Who sees it
Insight in the place people already work.
Agents see their own performance in real time. Managers have team dashboards. Executives see every department from the top down. All of it is inside the Genesys interface, so nobody switches platform, and that drove adoption and faster action.
Implementing CX Index as our Voice of the Customer solution has meant real time insight for real time action. We have been able to analyse both our highest and lowest rated interactions and find trends, which led us to make valuable changes to improve the customer experience.
Michael Rogers, Director of Insights, ATB Financial
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
How much did survey responses increase at ATB Financial?
Survey response rates rose 500% after ATB Financial moved its contact centre feedback to CX Index on Genesys Cloud. CX Index captured 1 million IVR responses.
Which channels does ATB Financial survey with CX Index?
Voice IVR and chat, triggered automatically from Genesys Cloud interactions.
What improved at ATB Financial?
Request fulfilled improved by 27%, and ease of interaction and service quality both improved by 24%.