{"id":56600,"date":"2022-04-27T12:31:00","date_gmt":"2025-10-14T13:02:01","guid":{"rendered":"https:\/\/www.elixirr.com\/en-gb\/?post_type=case_study&#038;p=56600"},"modified":"2025-11-06T13:45:34","modified_gmt":"2025-11-06T13:45:34","slug":"peoples-united-bank-creating-world-class-customer-experiences","status":"publish","type":"case_study","link":"https:\/\/www.elixirr.com\/en-gb\/case-studies\/peoples-united-bank-creating-world-class-customer-experiences\/","title":{"rendered":"People\u2019s United Bank: creating world-class customer experiences"},"content":{"rendered":"<section\n    class=\"wp-block-text-block edwp-block layout--spacing-y bg--none\"\n    >\n    <div class=\"wp-block-text-block__container container fade-in\">\n        <div class=\"wp-block-text-block__content wysiwyg\">\n            <p class=\"meta-right-overview\">People\u2019s United Bank wanted to assess their contact center\u2019s operating model, tools, technology and capabilities. From the assessment findings we collaborated with the bank\u2019s stakeholders to build a contact center strategy that helped progress wider company goals. We then developed short, medium and long-term contact center transformation roadmaps which aligned with its corporate and customer experience strategy and targets. The result would help the bank to create the best-in-class customer experience and a competitive advantage over others in the market.<\/p>\n<div class=\"hero-meta\">\n<ul class=\"meta-list\">\n<li>Outcome 1: Developed 14 short, medium and long-term contact center goals focused on transforming People\u2019s United Bank\u2019s approach to create great customer experiences, both for the client and contact center personnel<\/li>\n<li>Outcome 2: Delivered on 42 projects designed to achieve the contact center goals, evolving the bank\u2019s tooling, automation and channel capabilities to enable excellent self-service care, sales opportunities and best-in-class rankings<\/li>\n<\/ul>\n<figure id=\"attachment_38690\" aria-describedby=\"caption-attachment-38690\" style=\"width: 300px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-medium wp-image-38690 lazyload\" data-src=\"https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-300x180.png.webp\" alt=\"People's United Bank\" width=\"300\" height=\"180\" data-srcset=\"https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-300x180.png.webp 300w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1024x614.png.webp 1024w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-768x461.png.webp 768w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1536x922.png.webp 1536w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-2048x1229.png.webp 2048w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-87x52.png.webp 87w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-319x191.png.webp 319w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-479x287.png.webp 479w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-567x340.png.webp 567w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-767x460.png.webp 767w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1023x614.png.webp 1023w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1278x767.png.webp 1278w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1378x827.png.webp 1378w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/smush-webp\/2022\/10\/2-1640x984.png.webp 1640w\" data-sizes=\"auto\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/180;\" data-original-sizes=\"(max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-38690\" class=\"wp-caption-text\">People&#8217;s United Bank<\/figcaption><\/figure>\n<\/div>\n        <\/div>\n            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--spacing-y bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The challenge<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>Across industries, consumers not only want excellent product and service offerings, but also incredible user experiences. It\u2019s now vital for businesses to offer simple and personalized experiences that are tailored to the individual, and for financial services providers, any interactions must be quick and seamless.<\/p>\n<p>People\u2019s United Bank, a regional bank headquartered in Connecticut, wanted to assess their contact center to build a strategy that aligned with wider business goals. This would help the bank to deliver a market-leading customer experience that drove customer retention and growth.<\/p>\n<p>Initial interviews revealed a desire for the team to provide better customer experiences, including increased speed for fulfilling calls and more personalized experiences for the customer. They also wanted to identify potential revenue opportunities to assist the bank. With ever-increasing call volumes, People\u2019s United Bank were looking for an approach which harnessed technology and training so they could sustain their results<\/p>\n                <\/div>\n                    <\/div>\n                    <\/div>            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--none bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The approach<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>Our team conducted interviews and shadowed individuals at the contact center to better understand their challenges and identify areas for improvement. This included looking closely at the department\u2019s general processes, technologies and roles. The findings from this review led to our second phase: validating the corporate strategy and creating a complementary contact center strategy which added clear vision, values and principles.<\/p>\n<p>Working with contact center and customer executives, we collectively identified strategic initiatives to bring their desired objectives to life, along with a prioritization framework to get there. This enabled People\u2019s United Bank to supercharge its transformation with quick, medium and long-term goals clearly identified.<\/p>\n                <\/div>\n                    <\/div>\n                    <\/div>            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--spacing-y bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The value delivered<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>Producing a plan to tackle the contact center\u2019s strategy, tools, service capabilities, data utilization and workforce management objectives gives the bank a competitive advantage in the quality of care and services to their customers. Additionally, the execution of the plan will increase client satisfaction resulting in strong retention, and will increase the likelihood of customers obtaining more products and services.<\/p>\n                <\/div>\n                    <\/div>\n                    <\/div>            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-testimonials-block edwp-block layout--spacing-y bg--none\"\n    >\n    <div class=\"wp-block-testimonials-block__container\">\n                <div class=\"wp-block-testimonials-block__content-wrapper\">\n                            <div class=\"wp-block-testimonials-block__testimonials-wrapper\">\n                <div class=\"wp-component-testimonials wp-block-testimonials-block__testimonials\">\n        <div class=\"swiper-wrapper wp-component-testimonials__swiper-wrapper\">\n                            <div class=\"swiper-slide wp-component-testimonials__slide js-wp-component-testimonials-slide\">\n                        <div class=\"wp-component-testimonial \">\n        <p class=\"wp-component-testimonial__quote\">\n            <svg class='edwp-icon edwp-icon--lrg js-icon wp-component-testimonial__quote-icon wp-component-testimonial__quote-icon-start' aria-hidden='true'>\n                <use xlink:href='#quote'><\/use>\n            <\/svg>The expertise from our partners at Elixirr helped guide us through the process to stand up our new Transformation Office. By building a dedicated team at the Bank to focus on digital engagement and our future service model, Elixirr helped drive our strategy across the Enterprise and enhanced the client experience and the employee experience.<svg class='edwp-icon edwp-icon--lrg js-icon wp-component-testimonial__quote-icon wp-component-testimonial__quote-icon-end' aria-hidden='true'>\n                <use xlink:href='#quote'><\/use>\n            <\/svg>        <\/p>\n                    <div class=\"wp-component-testimonial__cite\">\n                Ravi Vakacherla Chief Transformation Officer, People\u2019s United Bank            <\/div>\n                    <\/div>\n                <\/div>\n                    <\/div>\n            <\/div>\n            <\/div>\n                <\/div>\n            <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":56602,"template":"","related_service":[3],"related_industry":[42],"class_list":["post-56600","case_study","type-case_study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>People\u2019s United Bank: creating world-class customer experiences - Elixirr<\/title>\n<meta name=\"description\" content=\"Discover how Elixirr helped People\u2019s United Bank create world-class customer experiences through a comprehensive contact center strategy and transformation roadmap.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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srcset=\"https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank.jpg 820w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-300x180.jpg 300w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-768x461.jpg 768w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-87x52.jpg 87w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-319x191.jpg 319w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-479x287.jpg 479w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-567x340.jpg 567w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Peoples-United-Bank-767x460.jpg 767w\" sizes=\"(max-width: 820px) 100vw, 820px\" \/>            <div class=\"wp-component-card__preview-icon\">\n                <span class='edwp-svg '><svg width=\"47\" height=\"47\" viewBox=\"0 0 47 47\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<path d=\"M23.4141 0.539062C36.1232 0.539183 46.4258 10.8416 46.4258 23.5508C46.4257 36.2599 36.1231 46.5624 23.4141 46.5625C10.7049 46.5625 0.402465 36.2599 0.402344 23.5508C0.402344 10.8415 10.7048 0.539062 23.4141 0.539062ZM23.4141 1.68945C11.3606 1.68945 1.55273 11.4974 1.55273 23.5508C1.55286 35.6041 11.3607 45.4111 23.4141 45.4111C35.4673 45.411 45.2743 35.604 45.2744 23.5508C45.2744 11.4974 35.4674 1.68957 23.4141 1.68945Z\" fill=\"currentColor\"\/>\n<path d=\"M19.2841 33.6992C18.9579 33.6986 18.6374 33.6111 18.3543 33.4454C17.7167 33.0759 17.3203 32.3585 17.3203 31.5797V15.8189C17.3203 15.0379 17.7167 14.3227 18.3543 13.9531C18.6442 13.7827 18.9735 13.6951 19.3078 13.6994C19.6421 13.7037 19.9692 13.7998 20.2548 13.9776L33.4237 22.0406C33.6981 22.2166 33.9244 22.461 34.0812 22.751C34.238 23.0409 34.3203 23.3668 34.3203 23.6982C34.3203 24.0295 34.238 24.3555 34.0812 24.6454C33.9244 24.9353 33.6981 25.1798 33.4237 25.3558L20.2527 33.421C19.9604 33.6017 19.6256 33.6979 19.2841 33.6992Z\" fill=\"currentColor\"\/>\n<\/g>\n<\/svg>\n<\/span>            <\/div>\n                        <\/figure>\n        <div class=\"wp-component-card__content edwp-row-load\">\n                                    <p class=\"wp-component-card__eyebrow\">\n                Business Strategy            <\/p>\n                <a href='https:\/\/www.elixirr.com\/en-gb\/case-studies\/peoples-united-bank-creating-world-class-customer-experiences\/' class='wp-component-card__title'>\n            <h2>\n                People\u2019s United Bank: creating world-class customer experiences\n            <\/h2>\n        <\/a>                                                            <div class=\"wp-component-card__meta\">\n                                            <p class=\"wp-component-card__date\">\n                            27 April 2022                        <\/p>\n                                                                <div class=\"wp-component-card__terms\">\n                                                                                                                                                                                                                <div class=\"wp-component-tags edwp-component\">\n                        <div class=\"wp-component-tags__tag\">\n                Financial Services            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                Business Strategy            <\/div>\n                <\/div>\n                        <\/div>\n                                    <\/div>\n                                                    <div class=\"wp-component-card__button-wrapper\">\n                    <button class=\"btn btn--link arrow wp-component-card__button\">\n                                                                            Read more                                                         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