How Agibank Reduced Churn by 10% by Turning Millions of Customer Interactions into Segmented, Actionable Insights

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The Challenge: Hidden Drivers of Churn

Based on Agibank’s scale, the CX team was working with a mountain of customer interaction data: 2.4 million conversations and 33,000 NPS responses every quarter, and thousands of app reviews. This wealth of customer data represented a significant competitive advantage, but only if they could unlock its strategic potential and understand the major reasons for customer churn.

The CX team identified key areas where their current approach, while effective at their previous scale, needed evolution to match Agibank's growth trajectory:

These challenges were:

• Intelligence Integration: Customer signals across multiple channels needed a unified analysis to reveal strategic patterns
• Predictive Capabilities: Moving beyond reactive metrics to anticipate customer needs and prevent churn before it occured
• Business Impact: Connecting customer insights directly to revenue outcomes and strategic business decisions
  
  

Without a CX solution that could help at the scale, the loudest complaints tended to receive attention, while more systemic drivers of churn went unnoticed.

Suggested quote:
“We knew customers were leaving, but not why. It felt like we were working in the dark, busy with tickets and metrics, but without a real understanding of what was at stake.”

The Birdie Partnership: Structuring the Feedback River

To address these challenges, Agibank partnered with Birdie to build a scalable voice-of-customer intelligence engine. Birdie ingested and structured data across multiple feedback sources: support conversations, NPS, app reviews, and more, into a single, unified system.

Birdie’s AI taxonomy mapped issues not just by topic, but by their relationship to churn, loyalty, and engagement segments. For the first time, Agibank could see:

• Which problems were most common among churned customers.
• Which friction points impacted engaged vs. at-risk users differently.
• Which improvements would generate the highest business value.
  
  

The impact was immediate:

• 80% faster analysis: what once took days could now be done in hours.
• Error-free coverage: replacing inconsistent manual tagging.
• 117 opportunities prioritized: automatically ranked by business and customer impact.
  
  

Suggested quote:
“Instead of spending weeks debating opinions, we now have the evidence at our fingertips to make decisions in real time.”

Turning Insights into Action: Personalized Credit Operation

One of the first major initiatives shaped by Birdie’s insights was the Personalized Credit Operation.

Feedback analysis revealed recurring friction around credit offers: some customers found terms confusing, while others felt offers weren’t tailored to their needs. More importantly, Birdie’s models showed that these issues had a direct and outsized link to churn risk.

Armed with this evidence, Agibank designed a new approach to credit that matched offers more closely to customer profiles, clarified communication, and used A/B testing to continuously optimize the experience.

The Personalized Credit Operation became a flagship program, a tangible example of how customer intelligence could not only improve service but also directly influence core product strategy.

Suggested quote:
“Birdie didn’t just help us listen better. It helped us change how we design and deliver financial products.”

The Results: New Benchmarks for Customer-Centric Growth

With Birdie in place, Agibank gained a clearer view of what truly drives customer behavior. Instead of relying on fragmented reports and assumptions, teams could see which issues were most tied to churn and which improvements would deliver the biggest gains in loyalty.

This shift allowed decisions to move faster, with less debate and more confidence. Feedback became a reliable input not just for CX, but also for product and business priorities.

The outcome was both cultural and financial: a measurable reduction in churn, significant time savings, and a stronger link between customer feedback and company results.

Business Impact:

• 10% churn reduction in pilot markets.
• ~250 accounts retained monthly.
• $ 60,000 monthly value preserved through intelligence-driven retention programs
  
  

Operational Excellence:

• 80% faster feedback analysis (days → hours).
• 90% faster decision-making enabled by unified dashboards.
• 27+ hours per month saved from manual reporting.

Strategic Impact

• 5-point potential NPS lift identified through prioritized fixes.
• Cross-functional alignment around customer intelligence as a strategic asset
• Executive engagement with CX initiatives backed by clear revenue correlation
  
  

The transformation positioned Agibank's CX organization as strategic business partners whose customer intelligence directly influences company growth and competitive positioning.

"We demonstrated that customer intelligence isn't just about satisfaction—it's about sustainable competitive advantage. Our insights now drive business strategy at the highest levels."

The Future: Scaling Customer Intelligence

Following the early wins, Agibank is expanding its use of Birdie to embed customer intelligence into its strategy further:

• Predictive churn models with a 60-day horizon, allowing earlier interventions.
• Real-time personalization of experiences and offers, driven by live customer signals.
• Product roadmap planning guided by quantified customer value, not just intuition.

Suggested quote:
“This isn’t about solving problems faster. It’s about becoming the kind of bank that knows what customers need before they do.”

Why This Matters

Agibank’s story shows how financial institutions can turn voice of customer data from a compliance checkbox into a strategic growth engine. With Birdie, the bank moved beyond operational firefighting to a retention strategy that directly preserves revenue and strengthens loyalty. The result is a new benchmark for customer-centric growth in Latin American banking — and a model other institutions worldwide can follow.

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Feedback -
First, the content is well-structured and consistently represents much of the progress. However, when reviewing, there are a few points that should be adjusted before any external posting or sharing with third parties:

1. Exclusive attribution of results to Birdie: Excerpts like "$60,000 per month in value preserved" and "117 prioritized opportunities" may suggest that the reported gains came exclusively from the tool. As you know, these results are the result of a collaborative effort involving several internal departments (Analytics, Product, Engineering, CX, among others).

• We suggest adjusting the wording to reflect the collaborative nature of the gains, highlighting Birdie as a catalyst or accelerator, but without excluding the role of other areas involved.

2. Inclusion of a co-authorship note and institutional validation. The text, as it stands, reads like an independent Birdie study based on internal Agibank data, but without making it clear that we collaborated and validated it.

• Suggestion: Insert a brief footnote or introductory paragraph clarifying that the content was developed in collaboration with the Agibank CX team and reviewed with institutional authorization.

3. Reference to Agibank's valuation: The phrase "With a valuation of nearly $2 billion" needs to be removed. Agibank does not publicly disclose its valuation, and this information, besides being sensitive, could generate confusion with investors and regulatory authorities. - done

• Request: Delete this section of the material.