Resources

Agibank

A Agibank, one of Brazil's fastest-growing financial institutions with almost 6 million active customers, faced the challenge of understanding the true drivers of churn amidst 2.4 million conversations and 33 thousand NPS responses per quarter. In partnership with Birdie, the bank built a customer voice intelligence engine that unified data from multiple channels and automatically prioritized 117 opportunities by business impact. The implementation resulted in a 10% reduction in churn in pilot markets, preserving approximately 250 accounts monthly and $60,000 in monthly value, in addition to accelerating feedback analysis by 80% and decision-making by 90%.

Success Stories

Neon

Neon, one of Brazil's fastest-growing neobanks with about 32 million digital accounts, faced the challenge of maintaining its customer-centric focus amidst rapid growth. With customer data fragmented across multiple channels and high detractor rates on app platforms, Neon needed to transform reactive feedback into predictive intelligence. In partnership with Birdie, the bank unified all customer signals into a single source of truth, making it possible to identify friction patterns 3–4 weeks before they appeared in traditional metrics. The results include a 27% improvement in app ratings, a 53% reduction in Android detractors and 57% in iOS, along with 20x faster validation of product improvements.

Success Stories

Mercado Bitcoin

Although the Voice of the Customer (VoC) process was in progress, it was hard to access, segment, and work the data, making it nearly impossible to delve into customer pain points in a timely manner and correlate their impact in business metrics. In discussions with the Product and Business teams, it was challenging to defend the importance of solving customer issues without clear evidence of their impact on the KPIs that the executive leadership was interested – NPS, contact rate, and transaction rate.

Blog

February 20, 2026