This summer we were delighted to be chosen by a major Financial Services company to help them respond to changing customer expectations. The company had recognised it needs to develop a more consultative, personalised and altogether more flexible customer offering.
These demands entail huge change to the skills and day-to-day practice of its people. Key to delivering this is bringing customer insight into every function of the business in a way that will challenge and inform decision making.
Our first step has been to work with cross functional teams to map their customer’s multi-channel experience from cradle to grave. For most of the people involved this is the first time they have looked at the interactions they deliver from the customer’s perspective and seen how it all fits together – and where it doesn’t.
We are fortunate to have the sponsorship of the CEO and a highly motivated, talented in-house team helping us drive the project. There are exciting days ahead!