Disconnected data. Disconnected teams. Disconnected customers. The cost? Missed opportunities, broken trust, and silent churn. How do you fix it? Start by connecting everything — and everyone — around the customer.
The Moment of Truth for Banking CX
If you’re in the business of banking in the Adriatic, you already know:
The gap between what customers expect and what most banks deliver is growing fast.
And yet, despite investing in platforms, teams still struggle to see the full customer picture, personalize meaningfully, or deliver journeys that actually flow.
A recent FICO study found that 88% of customers rate a bank’s customer experience as equally important as its products and services.
Banks that deliver consistently high-quality experiences across every touchpoint — from mobile app to ATM, from chatbot to branch — are the ones best positioned to compete with fintechs, drive sustainable growth, and build loyalty that lasts.
Why? Clients don’t care if it’s an app, a call, or a visit to the branch.
They just want to feel like you know them. Everywhere. Every time.
But here’s the uncomfortable truth:
Most banks are still working with disconnected data, inconsistent messaging, and service models that haven’t kept up.
Top 3 CX Pain Points We Keep Hearing from Banking Teams Across the Region — and How to Solve Them
1. Data Everywhere, Insight Nowhere
Banks hold vast amounts of customer data. But in most institutions, it’s trapped in silos — CRM here, call logs there, marketing systems elsewhere. The result? Disconnected experiences.
Meet Luka. He applied for a small business loan online. He called support again during his lunch break. Still had to start from the beginning. Every time. No context, no continuity.
The process felt broken. So he walked.
With the right technology? Loan application status is visible across all touchpoints. Agents see interaction history. The system recommends next steps. Luka feels continuity and confidence.
2. Spray-and-Pray Messaging
The era of one-size-fits-all communication is over. Right message, right time, right channel? Most banks still blast generic campaigns that don’t reflect real-time context or customer intent. The fallout? Declining engagement and eroding trust.
Ana was a loyal customer for 9 years. But her life changed — divorce, career pivot, new financial needs. Her bank didn’t notice. She moved to a neobank that recommended a savings product the same day she updated her profile.
With Salesforce and Agilcon?
Unified data streams detected her life event and triggered personalized outreach — product offer, advisor follow-up, digital content — all within 24 hours.
3. Overwhelmed contact centres
Contact centers are under pressure — more tickets, more channels, higher expectations. But the tools haven’t kept up. Agents are stuck firefighting, not advising.
Take Siniša. He worked in the contact center, juggling five systems, repeating the same scripts. He wasn’t helping — he was surviving.
With Salesforce and Agilcon?
Data is unified. Scripts become smart prompts. AI handles the routine. Siniša sees the full picture and starts real conversations that move things forward.
The Fix: Unified Data, Real-Time Journeys, and Smarter Service
1. 360° Customer View
Salesforce connects your data sources into one unified customer profile — behaviors, transactions, preferences, and goals. No more blind spots. No more repeating themselves.
2. Real-Time Personalization at Scale
With Marketing Cloud and Einstein AI capabilities, you deliver the right message, on the right channel, at the right time — in real time. From mobile to ATM. From the advisor desk to the chatbot.
3. Omnichannel Service That Feels Human
Service Cloud integrates contact center, branch, and digital support into one seamless experience. Agents become advisors. Problems are resolved proactively. Customers feel seen.
Where the real wins often begin
Big visions are built on solid foundations. Let’s not forget the processes that carry most of the day-to-day CX weight…
We talk a lot about next-best actions, real-time personalization, and AI — and they’re game-changers. But in many banks, the biggest CX gains still come from getting the basics right and automating them smartly.
We’re talking about:
- Streamlining onboarding and account opening across app, branch, and call center.
- Sending personalized, timely messages when someone’s ID is about to expire, or their credit card is due for renewal.
- Using real-time triggers to offer a limit increase, personal loan, or repayment options, exactly when the customer’s behavior shows they’re ready.
- Keeping consent and preference management clean and connected, so compliance doesn’t block communication.
This is the kind of work Salesforce Financial Services Cloud was built for. And when implemented correctly, with the processes and people in mind, they don’t just support CX. They become part of it.
The Risk of Doing Nothing?
Banks in the Adriatic can’t afford to wait anymore. The market is shifting.
Neobanks are lean. Customers are impatient.
And transformation isn’t just about tech. It takes connected data, connected teams, and a partner who knows what to do with it.
Don’t Just Buy Tech. Choose a Partner.
At Agilcon, we help banks across the Adriatic turn Salesforce — the world’s #1 CX platform — into a real engine of transformation. One that listens, learns, and adapts — just like your customers expect you to.
Let’s talk about where your customer experience is heading — and how to get you there, faster. Start the conversation with Agilcon here.
👉 Join us on June 3 in Zagreb to see how leading banks are transforming CX with Salesforce and Agilcon.
