Case Study: BFSI
Regional bank realigns for growth with a CX modernization roadmap
HGS team members educated, facilitated, and respectfully challenged the CX status quo
The year 2020 saw most in-person interactions replaced with online or virtual transactions. Finance was no exception. As bank branches locked down, customers unaccustomed to online banking were forced to use ABMs, websites, and contact center agents to complete transactions.
During this HGS engagement, 20 leaders from several departments received training on the latest CX techniques.
Over three months, three cross-functional teams identified gaps and prioritized changes required.
HGS created an initial project plan and budget for the digital transformation — with input from all key stakeholders.
And, as promised, the HGS team delivered reliable, actionable recommendations for growth, including the following.
The bank manager’s forward thinking led to an informed plan to help the bank integrate core business functions, control costs, and accelerate expansion. The bank, at its own discretion and pace, can now apply resources to execute with confidence. They have taken an important first step toward CX modernization.
Already, this shift in internal perspective has led to some contact center reorganization.
By sifting through all the advanced technology options and moving strategically and cohesively towards a better digital CX, the bank and the region are better poised for growth – even during an economic slowdown.