Translation. Region: Russian Federation –
Source: Mainfin Bank –
An important disclaimer is at the bottom of this article.
Sovcombank Press Service
In the "Best Service for Unauthorized Clients in Digital Channels" category, Sovcombank was recognized by Naumen for its accessibility of information and convenient transition from information to registration. In the "Operational CX Leader" category, DMGlobal recognized the bank for the efficiency of its internal processes, sophisticated automation of client scenarios, and channel integration.
"Real service is when you don't notice the technology, but feel only care. We're changing our approach: every click should be based not just on an algorithm, but on personal responsibility to the client. We're actively developing this area so you can feel the support of specific people, even on digital channels. Market recognition confirms that we're on the right track. Becoming a leading bank isn't about market share, but about your peace of mind," comments Ilya Radaev, Head of Customer Experience at Sovcombank.
CX Digital
The assessment covered the entire customer journey. At the acquisition stage, visibility across digital channels, ease of navigation, information completeness, and conversion of initial interest into a request were analyzed. At the purchase stage, the ease of product registration, from selecting terms to confirmation, was assessed. At the support stage, the speed and quality of service via voice channels, chats, and AI-powered assistants were assessed. At the retention stage, the level of personalization of offers, transparency of terms, ease of product management, and public feedback management were assessed. The study relied on data from more than 25 touchpoints and over 200 metrics.
erid: F7NfYUJCUneTUx3r8MD7
11:00 02/05/2026
Source: Sovcombank Press Service
Please note: This information is raw content obtained directly from the source. It represents an accurate account of the source's assertions and does not necessarily reflect the position of MIL-OSI or its clients.