Banorte reduces abandonment by -33%, complaints by -67%, and cost per interaction by -14% with advanced analytics.

With advanced analytics and a collaborative Voice of the Customer model, Banorte strengthened its decision‑making capacity in critical operations, improved experience indicators, reduced operational frictions, and consolidated a more predictive, scalable, and business‑oriented approach.

Banorte’s operations required evolving the use of Speech Analytics beyond operational monitoring. The challenge was to turn large volumes of unstructured data into actionable insights, respecting the complexity of each journey and generating real value for both customer experience and operations.

Objectives

Strengthen Banorte’s analytical capability in critical operations.
Convert unstructured data into actionable decisions.
Evolve Speech Analytics toward a strategic CX approach.
Identify frictions, dissatisfaction patterns, and improvement opportunities.
Build a replicable and sustainable analytical model.

An analytics strategy to decide better and act faster

Pentafon developed a collaborative Data Analytics and Voice of the Customer model that integrated Banorte’s business vision with operational experience and specialized analytics. The strategy was built on four pillars: value‑oriented strategic collaboration, evolution of Speech Analytics usage, expert interpretation of the voice of the customer, and intelligent capitalization across critical operations.

The implementation included analytical immersion into products and processes, support to ensure consistency of findings, advanced interaction analysis, and cross‑feedback between campaigns. This enabled transforming analytics into a decision engine with direct impact on experience, efficiency, and profitability.

Results

-67.0% Complaints
+9.2% NPS
+4.4% CSAT
+7.1% Quality
+6.5% Service level
-14.0% Cost per interaction
+21.2% Interactions handled per hour
+22.0% Profit compliance
+13.0% Revenue compliance
+14.7% Profitability
+7.8% Graduation Rate
+29.0% Operational bonus
+7.8% ESAT
-75.3% Abandonment
-60.0% Attrition
-50.0% Absenteeism

This case demonstrates that analytics generates value when it stops being a monitoring exercise and becomes a strategic enabler of the business. Pentafon helped Banorte transform the voice of the customer into concrete decisions to improve experience, efficiency, and profitability in high‑complexity operations. Due to its impact and innovation, this case won the Best Digital Transformation Strategy – Data Analytics category at the 2026 IMT National CX&EX Awards.

Do you want to turn the voice of the customer into decisions that improve experience, efficiency, and profitability? At Pentafon, we develop analytical models that transform data into real business value.

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