银行与金融服务
银行业面临着庞杂的业务模式、繁复的运营模式等困境，导致该行业的宏大愿景被迫搁浅。
我们了解这些挑战的根源所在。干预性监管和巨额罚款导致盈利能力下降和导致顶尖人才转行。决策制定缓慢且发展周期漫长，为敏捷和专业的参与者提供了契机，即以更低的成本提供更完善的服务。
勇于迎接挑战
凭借丰富的专业知识，我们可为银行客户提供一系列积极实用的变革方案，帮助留住行业精英。我们还可制定提升成本收入比、提高客户满意度和改善员工福利的项目。我们的解决方案帮助金融业恢复了必要的稳定性，这是最为重要的成果。最终，不仅提升了业务利润，还令我们的银行客户信守承诺——️诚信是无价的珍品。
满意成果一览
我们在银行业的业务涉猎广泛，包括创建全新的银行业务、减少违规行为，以及在多个业务部门开展大规模培训项目。
2008 年金融危机之后，我们与英国央行 (Bank of England) 合作，大幅提高了其流动性服务团队的能力。此次合作帮助英国央行达到了前所未有的量化宽松要求，同时也有助于恢复经济稳定。
在与劳埃德银行 (Lloyds Bank) 的合作中，我们协助该行在三年内将账户管理运营的薪资成本基准降低了 30%，同时我们还制定了多功能战略，帮助其打破在销售支持领域的孤岛局面。产品交付时间由此减少了 70% 以上，大副提高了市场竞争力。
在美国和墨西哥市场，我们帮助花旗银行 (Citibank) 优化了其多渠道客户体验，帮助其提前 12 个月实现了重要的战略目标。
近期，我们为苏格兰皇家银行 (RBS) 的高级管理层制定了卓有成效的独家服务运营设计 (Design of Service Operations) 培训项目，正式授权管理层加入拉夫堡大学 (Loughborough University) 的培训体系。
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最新消息和洞见
CX and the Future of Banking in APAC: How FinTech is Transforming the Industry
What should financial services firms consider when pursuing customer-led transformation?
What should financial services firms consider when pursuing customer-led transformation?
Exploring the crucial business case for holistic, flexible, and connected customer-led transformation programmes.
Vicki Butcher discusses four key areas of focus, and provides a series of recommendations for retail bank customer and operational leaders
案例研究
In this project, we worked closely with multiple client stakeholders to develop an approach that delivered outstanding, transformative change for the bank.
Our project increased productivity at a high street bank complaints handling centre by 30%, saving £4m per year.
Global collaboration drove customer improvements in an international bank’s Latin American arm.
A credit card division of a global bank set a strategic ambition to be in the top 3 companies ranked by NPS within 3 years.
A large international credit card company managed its marketing strategies largely within single campaigns and programs.
A bank’s fraud department had seen work double year-on-year; our work led to a 20% increase in productivity and improved customer service.