CASE STUDY
TRACKING PROGRESS TO BUILD STRONGER RELATIONSHIPS
CASE STUDY
TRACKING PROGRESS TO BUILD STRONGER RELATIONSHIPS
Customer expectations are increasing faster than ever with more immediate impact on brand perceptions and loyalty. Companies need to be able to pinpoint shifts as they happen and pivot quickly.
One of our clients, a top U.S. banking institution, engaged with us to help enhance and manage their ongoing CX research program. They needed a way to share timely insights that would guide strategic initiatives across the customer journey.
THE CHALLENGE
Evolve the program from an end-to-end study to a more strategic source of truth on what is most important to the customer by:
Closely monitoring changes in their overall relationship with the brand
Tracking leading indicators of brand loyalty
Share critical information across the organization to drive continuous improvement
THE RESEARCH
A tracking program that:
Assesses the bank’s strengths against the competitive landscape
Integrates text analytics adding meaningful context to structured data
Makes data easily accessible across the organization via dashboarding platform
THE RESULTS
Findings are linked to transactional studies telling a holistic CX story and supporting strategic initiatives, like:
Improving omnichannel experiences
Refining and designing services and resources to align with evolving customer needs
Addressing critical needs of high-priority customer segments
Socializes findings across the bank to drive proactive change