"Rocketbank had been using standard telecom solutions for two years. We were generally satisfied, as we mainly communicated with our clients via an in-app chat. 90% of all customer contact was message-based, while the remaining 10% consisted of operator calls to customers who had ordered cards. As our bank grew, …

"We decided to engage our managers in one of the bank’s strategic areas — customer care. As one-off events, we brought our executives to contact centers to do the operator jobs. For them, direct communications with customers was a source of inspiration for improvements in their departments. We wanted to …