Introduction: The digital disruption and the basis for change
The Banco do Brasil and the performance scenario
Banco do Brasilis a 211-year-old institution and one of the five largest banks in the country, with around 5,000 agencies and 68 million individual clients. It is an institution of 97,000 employees, dealing with five major client segments, divided in different models of manager assistance, preferred form of interaction and product profile, implying a very complex matrix of clients' relationships. The institution had always had customer satisfaction as a core value, monitoring indicators for each client segment in an annual...