Alpha Bank – Customer Experience Design

Alpha Bank—
Customer Experience Design

Customer Experience Design

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

Client

Winning Over Customers From The First Touchpoint

Gorenje just developed their new brand positioning “Life Simplified” with no existing plan of how to execute on it.
Challenge

Design, define way of working and launch Alpha Bank’s first CX (customer experience) department.

OUTCOME

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

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SCOPE OF THE PROJECT
Content Strategy
Digitalisation
Agile

Developing the strategy

We developed a channel-neutral customer experience strategy and Identified key metrics and touch points to measure customer experience (NPS) across business critical interactions. We designed a system of governance and cross-functional collaboration to turn customer experience insights into scalable actions making a difference for customers and successfully created a 2-year program to embed a customer-centric culture within the organisation from the bottom up.

Results

Successful implementation and use of NPS as a customer experience navigation system of continuous improvement. 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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SCOPE OF THE PROJECT
Content Strategy
Digitalisation
Agile

Want to work with us?

The New Normal.

The COVID-19 outbreak is a new global reality that arrived fast and unexpectly, resulting in the birth of completely unfamiliar business context. With the beginning of the new calendar and fiscal years, businesses have seen their plans for 2020 become obsolete over the course of a few weeks. Undoubtedly as part of immediate crisis management, business leaders are coping with today but also revising plans, projections and priorities for what many are calling the ‘New Normal’.

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