Project scope
- Help a European wealth management provider redesign the on-boarding process for private banking clients in the Italian market in a way that that benefits both the clients and the company
- Uncover the expectations, needs and choice drivers of the target segments through sophisticated qualitative interviewing
- Create a blue-print of the current on-boarding process and prioritise the gaps to customer expectations that need to be addressed
- Create, evaluate and choose options for process adjustments with headquarters and local management
- Train local staff and install a performance measurement systematic
Results
Due to the new process and its consistent execution the client achieved its ambitious targets in share of wallet and customer loyalty.
Practice focus
- Smart Data – Customer Insights 20%
- Business Model Optimisation 0%
- Customer Experience Design 20%
- Transformation 60%
- Cultural Shift 0%
