Digital Transformation of UK Building Society

Enabling Digital CX for Members


Building Society Case Digital Transformation

What our client wanted

This building society was looking for a partner to digitally transform their communications and member experience. They needed a partner to map out their journey towards a fully digitally-enabled customer experience, and to help them deliver a self-service experience for their customers within three years.

What we gave them

Our team held a series of deep-dive discovery sessions with the client’s stakeholders to agree objectives and create a roadmap of programmes to improve customer experience. These programmes included the delivery of a new single customer view database and the use of technology partner applications to create a tailored, highly controlled digital platform. We also partnered to deliver operational change management, including providing recommendations on skills training, new hires and marketing team structure. 


What was the impact

The team was fully self-serve within three years and the new platforms helped our client achieve amazing results, including £1 million FTE savings, 300% increased incremental revenue and a top-ten place in Nunwood and KPMG’s customer experience excellence awards.