Over four weeks, a financial group engaged CEC to aid in their business transformation in delivering the best experience to their customers, as well as engaging employees on a journey to become more customer centric.
The financial group wanted to harness the voice of the customer to shift internal perceptions and provide a catalyst for change.
Our engagement built on existing research done by the client by testing assumptions about their customer experience. We also conducted qualitative research with customers to understand what they valued in their interactions with the client, pains and gains across the journey, and any opportunities to provide memorable experiences.
Additionally, the research provided the data and information required to inform workshops with the client.
We facilitated workshops with the client to uncover the tactical, systematic and cultural barriers to change. The client was presented with customer research and asked to articulate what internal actions and behaviours were leading to those customer experiences.
Together, we explored the key challenges to delivering on customer expectations, and synthesised feedback to uncover common themes and key challenges. Insights from the workshop were replayed to the leadership team, as an opportunity to hear the challenges of staff, and to provide insight into the current state before moving forward.
Colleagues were able to commit to changing attitudes and behaviours through defining principles, and reflecting on how those principles can come to life in their day to day actions.
Moving forward, the client will seek to define an innovation roadmap to deliver a ‘north star’ experience across the organisation.