Overview
Join Sylvia Liao, Head of Customer Experience and Operations at GXBank, as she shares how Malaysia’s first digital bank uses an omnichannel contact center to reach customers who have no branch to walk into and, in some cases, no other way to get money in an emergency.
Learn how GXBank, with no physical branches and just over 60 agents and support staff, grew from 100,000 to 1.5 million customers in four years while handling roughly 70,000 interactions a month, using NiCE’s omnichannel, workforce management, and knowledge base tools to support customers 24/7 across calls, live chat, and social media, including guiding them through products like Flexi Credit during real financial emergencies.
In this session, you’ll hear:
- Why serving the underserved, customers in remote areas with no branch access, is central to GXBank’s mission as a digital bank
- How omnichannel support lets customers reach the bank however they’re most comfortable, whether that’s chat, email, or a phone call
- How Flexi Credit helped customers facing real emergencies, including medical crises, get approved and funded within minutes
- Why CSAT and NPS, tracked monthly through NiCE, give the team a direct read on how customers feel about both the service and the bank itself
- How investing in AI and automation has pushed the team’s own skills forward, not just improved the customer experience
Whether you’re building a digital-first bank from the ground up or trying to earn trust with customers skeptical of branchless banking, this testimonial shows what it looks like to combine scale, speed, and genuine care for people in a moment of need.