Creating a customer culture blueprint

We showed a European bank the path to a truly customer centric culture

The challenge

Our client – a European Bank – wanted to develop a strategy for creating a more customer centric culture.

They had already undertaken a number of projects and initiatives to look at specific aspects of the strategy and the plan for making it happen, however they needed everything pulled together into a single coherent strategy and culture “blueprint”

We helped our client to do this by:

  • Undertaking a review of all existing work and materials
  • Undertaking meetings and workshops with key stakeholders
  • Developing a Blueprint Document and providing best practice inputs to enable the client to benchmark their approach and to maximise the chances of success and return on investment.

Our approach

We began by reviewing the myriad of existing documentation which had been produced in the 2 years prior to our engagement and worked with the client to establish the priority areas for focus.

We then began to explore the key elements of their strategy and how that related to and informed both their customers and their people in terms of how they could each individually contribute to the delivery of the strategy and to great customer outcomes.

Having clarified and refined their Customer experience “HallMarks” we then helped them establish a CX framework and maturity model which we used to establish capability gaps and a clearly prioritised plan for bringing the strategy to life. This included:
  • An employee engagement framework and plan
  • A CX design methodology and measurement framework and implementation plan
  • A revised governance structure with Customer at the heart.

The outcome

As a result of our work we delivered a detailed customer culture blueprint and implementation plan.

This was used as key input into a series of executive planning and development sessions which ultimately led to a series of strategic decisions on how best to implement the blueprint and to create a more customer centric culture.