GLOBAL B2B2C FINANCIAL INSTITUTION
Establishing a Culture of Excellent Customer Service
2023 - 2024
The Scenario
This financial institution was receiving a high volume of customer complaints related to a stringent policy requirement
They needed help identifying areas of the business that would be affected when implementing the policy changes.
It became clear that there was a larger, more systemic issue underlying the customer complaints - there was a need to reframe the problem to be solved as one about making individual changes to a need for a cultural shift towards CX excellence.
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CX Strategy
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Program Enablement & Mobilization
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Research & Insights
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Employee Experience
What We Did
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Opportuity Mapping
We began with process mapping to understand workflows, pain points, and high risk processes. This allowed us to identify potential opportunity areas, which we could prioritize based on the effort to implement and potential impact on service quality and cost savings.
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Vision Setting
We defined a vision for CX for the brand. The current organizational priority was efficiency and cost cutting; but, in order to deliver excellent service to end customers and build a company culture around it, we had to align on a shared vision to prioritize customer service.
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Strategy Development
We built a plan for an organization-wise CX program. This included establishing a Voice of the Customer and customer insights capability, transforming employee performance management and incentive program, and ongoing process improvement.
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Program Mobilization
Identify resource requirements and recruit team members required to execute on CX program. This involved working alongside client FTEs acting in a player-coach capacity, upskilling those with limited CX experience.
What We Achieved