Excellence and Innovation at Banco Bmg in Customer Experience

Welcome to a new installment of our exclusive ALOIC interviews, where we delve into the strategies and visions that define industry leaders. This time, we have the pleasure of talking to Fábio Magalhães from Banco Bmg, an institution recognized for its commitment to innovation and customer satisfaction.

Banco Bmg, a pioneer in offering payroll loans and a leader in democratizing financial solutions in Brazil, has not only distinguished itself through its modern products and services but also its unique focus on customer experience.

In this interview, we will explore the central approach that led Banco Bmg to win in the Customer Experience category of the LATAM 2023 Award, as well as their insights and advice on facing current and future industry challenges. Discover how this bank is redefining banking and leaving an indelible mark on the hearts of its customers.

What was the central focus of your Customer Experience strategy that led to winning in this category?

Our strategy is centered on empowering and providing autonomy to our service. The focus is on solving the customer's problem with agility and transparency.

In a constantly changing world, how do you stay updated to continue delivering exceptional experiences to your customers?

In a constantly changing world, Bmg pays close attention to its customers' profiles, which means we never lose sight of our greatest asset. Additionally, we conduct ongoing market studies, evaluate new operational techniques, and ultimately, satisfaction surveys aimed at measuring the success of what has been implemented.

From your perspective, what are the most significant challenges the industry faces regarding customer experience?

In this new post-pandemic context, consumption, customer demands, and profiles have changed. Customers no longer settle for the ordinary; they seek to have the best experience and be delighted with the service. The institution that best focuses on customer conditions will have a competitive advantage.

Can you share some advice for other organizations looking to enhance their Customer Experience focus?

As advice, we can say that it is important to have an organization that practices active listening and understands the market reality. Knowing and adapting to the customer is crucial to achieving success.

What did winning in this ALOIC category mean for your organization?

It means that the work we have done is achieving the expected results, and our most valuable asset, the customer, is at the forefront of our actions and drives our strategies.

What do you consider the value and benefit of participating in such events?

Through events like this, we can see that the strategy used is achieving the desired objectives, and Bmg is gaining recognition and value in the market. Additionally, it motivates us to carry out more successful actions and projects where the customer is always at the center.