Project Overview
With the goal of developing a long-term, competitive advantage, we supported our client in shaping and implementing a client-centric strategy across multiple business units.
As banking services are increasingly commoditised, the client set out to build new long-term competitive advantages – beyond traditional services and products.
Developing competitive advantage
Services
Client Experience Strategy • Executive Workshops • Ambition Definition • Prototyping and Testing • Client-Centric Governance • Transition Roadmap • As-is and To-be Journeys
Ambition
Client-centricity was one of the key elements in this new strategy, with the aim of becoming the most client-centric investment manager in Switzerland.
In this context, Deloitte helped to shape and implement a client experience strategy with several business units.
Solution
Working closely with the executive board, Deloitte developed a strategy to anchor client-centric ways of working across the entire organisation.
After forging alignment among the senior leadership team, Deloitte supported the client in executing the strategy across all business units. The scope of work included on-the-job training for key teams as well as a specific redesign of key client journeys.
Impact
- 1 CMO driving Client Experience on a strategic and operational level
- 10+ redesigned Client and Employee Journeys
- 3+ executive workshops to foster alignment