Customer-Centric Design for Deeper Relationships and Higher Retention

Institution Type:Community Bank
Assets Under Management:$3.4B
Platform Users:Chief Marketing Officer, Head of Retail Banking, Digital Experience Lead

Key Results

4.6★
App Rating (from 2.1★)
85%
Mobile Adoption Increase
27%
Reduction in Attrition
100%
Internal Control

Their Challenge

A 2.1-star mobile app driving customer attrition in a digital-first world.

In an increasingly digital-first world, this community bank—deeply rooted in its local customer base—found itself falling behind. Their mobile banking app had a 2.1-star rating, driven by clunky interfaces, inconsistent feature access, poor responsiveness, and generic one-size-fits-all communication.

Internally, leadership knew that digital adoption was critical to future retention. But attempts to revamp the experience were stalled by reliance on third-party vendors for UI changes, rigid account-focused architecture that didn't understand customer behavior across products, and no internal control over app journeys or messaging without lengthy dev cycles.

The end result was disjointed, impersonal digital touchpoints—and a rising customer attrition rate, particularly among younger segments and mobile-first users.

Our Solution

Nucleus BankOS delivered an integrated customer experience platform that transformed digital banking.

To rebuild trust and loyalty in its digital experience, the bank implemented ADAPFIN's Nucleus BankOS, unlocking a fully integrated Customer Experience (CX) Engine within the core—not bolted on externally.

• Customer-Centric Data Model

Nucleus transformed the bank's digital foundation from account-centric to customer-specific. No longer was the customer reduced to individual checking or loan products—ADAPFIN unified every data point, interaction, and preference across the full relationship lifecycle. Whether a customer had one savings account or six financial products, they were treated as one person with a unique financial journey.

• Journey Builder & Workflow Automation

Using ADAPFIN's embedded Journey Builder, the bank designed dynamic, no-code workflows to guide users through onboarding, new product activation, savings goal setting, and event-triggered communications. A customer who enrolled in e-statements would automatically receive in-app education about digital budgeting tools—all triggered automatically, with zero developer involvement.

• Fully Embedded Mobile Experience

Rather than integrating yet another vendor app shell, ADAPFIN delivered a fully native mobile experience with modern UI/UX components, dynamic content modules, and deep user telemetry baked in. The bank could modify app features, rebrand UX components, and deploy new experience flows—all through configuration, not code. No vendor queues. No new contracts. No 90-day dev cycles.

• Behavioral Feedback + Sentiment Loops

In-app behavioral data and satisfaction surveys were tied directly to the customer record—not to anonymous usage logs. This enabled real-time adaptation of the mobile journey and segment-level experience optimization (e.g., simplifying UI for older customers while promoting gamified savings goals for younger users).

Results

4.6 stars

app rating improvement from 2.1 stars in under 5 months

85%

increase in mobile banking adoption, especially Gen Z and small business

27%

customer attrition drop year-over-year for digitally active users

100%

of experience workflows now internally owned, no third-party dependency

Conclusion

This community bank didn't need to license yet another fintech front end to get closer to its customers—it needed to rethink what customer engagement actually meant.

With ADAPFIN's customer-first platform, they were finally able to deliver personal, digital experiences without depending on outside vendors or disconnected tools. Customers weren't treated like account holders—they were treated like individuals, each with a unique financial story that could be understood, supported, and celebrated.

And because everything lived in a single platform, the bank was able to act with speed, control, and authenticity. They didn't just gain a better mobile app—they gained trust.

Ready to Transform Your Digital Customer Experience?

See how Nucleus BankOS can help you deliver personal, engaging digital experiences that build deeper customer relationships and drive retention.

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Case Summary