Data driven profiles
INDUSTRY: Commercial Banking
Our client needed to drive a more customer centric culture. There were inconsistent views about the users, and a perception gap between the delivery teams and the actual customer sentiment.
Using our data driven process we conducted interviews and interactive workshop sessions and combined the qualitative data with the quantitative to:
- Create profiles that illustrated a consistent view to the customer as people, their needs, and their daily lives.
- Identify the experience success factors to different audiences.
- Indicate the moments of impact per audience.
- Consistent customer view by service and delivery teams.
- Roadmap prioritization of quick wins, and strategies for 3 year roadmap including: products and services, communication, brand and marketing, support and customer care
- Better use of resources to maximize impact.