Case Study: Leading Financial Institution
Background: A prominent institution recognised the need to modernise its operations and enhance customer experiences to remain competitive Implementation: ▪ Agile working: Introduced team-based working, aligning to what see in tech-based companies ▪ Improved CX: Used data & digital services to personalise experiences and enhance training ▪ Tech Upgrades: Moved to cloud, automated and digitised services Outcomes: ▪ 25% improvement in Customer Satisfaction ▪ 20% reduced Cost to Income Ratio at 34% ▪ Net profit growth of 20%
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