Transforming Customer Experience for a Fortune 50 Bank


  • CASE STUDIES
  • February 3rd, 2020
  •   9473 Views

Banks now face fierce competition from network-native fintech companies. Creating a memorable customer experience through multiple engagement channels has thus become a necessity to stay competitive.

THE PROBLEM
A global bank approached Mu Sigma to transform the way their customers perceived them. They were looking to offer a seamless omnichannel customer relationship, build customer loyalty, and enhance the Net Promoter Score (NPS).

THE MU SIGMA APPROACH
Partnering with the bank’s interdisciplinary Customer Experience (CX) team, we aligned all the stakeholders on the common outcomes. Together, we developed a multi-pronged strategy spanning their social media, website, and branches, guided by our unique Art of problem Solving to tie them to the outcomes.
Ensuring that customers remain the focal point of our transformation strategy, we leveraged analytics to help the bank create consistent value for them and improve the NPS.

THE IMPACT
The revamped customer services bridged multiple customer experience gaps, creating savings worth $100M. It also lent the customers deeper insight into the drivers of NPS.

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