Embracing Customer Centricity in a Competitive Landscape

A Financial Services Titan, with global workforce of 63,000, spanning across 55+ locations, faced a formidable challenge. The rapidly intensifying market competition necessitated an organizational transformation with a focus on creating a customer-centric view to sustain and augment their market standing. 

We collaborated with the firm's senior leadership to decode their operational framework, understand current processes, and gain an in-depth understanding of their challenges. A comprehensive assessment revealed the need for a strategic shift in ways of working. 

Our solution was twofold: a novel operating model for the firm's team and a robust process improvement initiative. The transformative strategy entailed an extensive suite of tools and resources, including a change readiness and adoption strategy and plan, an actionable sales and account management playbook, and a set of learning tools for the sales and account management team. To ensure a seamless implementation and long-term sustainability of the changes, we anchored and aligned these new mechanisms with the firm's existing, enterprise operating systems.