Alpha Bank – Customer Experience Design

Customer Experience Design

FINANCE, CUSTOMER EXPERIENCE & CULTURE TRANSFORMATION

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project
background

project background

Winning Over Customers From The First Touchpoint

In a complex financial environment in Greece (capital controls), Alpha Bank committed to differentiating on customer experience.

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value delivered
to the client

Value delivered to the client

Project highlights

01

Successful implementation and use of NPS as a customer experience navigation system of continuous improvement

02

Senior Management became champions of customer experience

03

Through customer-centric culture program (“Say Yes To CX”) hundreds of senior managers participate in voice of Customer Programs, enriching their knowledge on a daily basis

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The proccess

The proccess

Project breakdown

The Challenge

The first steps to creating a solution to a challenge is to first understand the project challenges and scope and to clearly define important key questions. 

Design and launch Alpha Bank’s first CX (customer experience) department

Define way of working for the new CX department

How will Bank Cler manage digitalization authentically?

How we did it

Developed a channel-neutral customer experience strategy

Identified key metrics and touch points to measure customer experience (NPS) across business critical interactions

Designed a system of governance and cross-functional collaboration to turn customer experience insights into scalable actions making a difference for customers

Created a 2-year program to embed a customer-centric culture within the organization from the bottom up

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more client cases

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Alpha Bank

Gorenje

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Gorenje

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