Client

Customer Experience Design

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

Winning Over Customers From The First Touchpoint

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

Content Strategy
Digitalisation
Agile

Project

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.

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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