Alpha Bank – Customer Experience Design

— Client: Alpha bank

Customer Experience Design​

tags — FINANCE - CUSTOMER EXPERIENCE - CULTURE TRANSFORMATION

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Winning Over Customers From The First Touchpoint

Status Quo Day 1 —

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

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

  • Define way of working for the new CX department
  • 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

Value Delivered

— 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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