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.
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.
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.
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