collaborat

Evolve Customer Experience Strategy

Background:

A Bank’s retail business unit wanted to evolve a customer experience strategy

Solution:
  • Detailed current state assessment based on VOC, interviews, data analysis
  • Core experience enhancement projects prioritization – on-boarding, contact center
  • Employee up-skilling plan
  • Employee empowerment
  • Customer experience metrics, measurement and governance mechanisms

Results:

Up-selling, Cross-selling and Customer Retention