Customer Experience
Financial Services
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Strengthen Loyalty and Create Meaningful Differentiation
Exceptional experiences build trust, deepen relationships, and drive long-term growth. We help financial services organizations design and deliver customer and member experiences that are consistent, personalized, and aligned to the moments that matter most.
Proven Outcomes
BRANDON HALL 2021
Gold Award
Best Unique or Innovative Learning and Development Program
Project: Assurant’s LearnAnywhere Onboarding Program
BRANDON HALL 2021
Silver Award
Best New Hire Onboarding Program
Project: Assurant’s LearnAnywhere Onboarding Program
Proven Methods, Custom Crafted
Client Experience Design
A clear experience strategy ensures every interaction aligns to customer needs and organizational goals. We help financial services teams map journeys, identify critical moments, and design experiences that build trust and loyalty at scale.
Including, but not limited to:
- End-to-end journey mapping for customers, members, and segments
- Identification of moments that matter across channels and lifecycle stages
- Experience strategy tied to brand, digital, and operational goals
- Cross-functional alignment to experience priorities
- Opportunity identification and experience roadmaps
Frontline Experience & Enablement
Frontline teams are the face of the brand. Equip leaders with the capabilities, tools, and confidence needed to deliver outstanding customer and member experiences.
Including, but not limited to:
- Frontline capability assessments and skills development
- Service excellence and relationship-building training
- Coaching and performance support for managers
- Playbooks for consistent service interactions
- Communication and just-in-time tools to sustain change
Service Model Design
A modern service model blends digital efficiency with human connection. We help financial institutions redesign service models that deliver consistent, high-value experiences across every touchpoint.
Including, but not limited to:
- Channel optimization and omnichannel experience alignment
- Staffing models and workflow design to support desired experiences
- Defined service principles and behaviors for frontline teams
- Playbooks for consistent service delivery across branches and teams
Client Experience Design
A clear experience strategy ensures every interaction aligns to customer needs and organizational goals. We help financial services teams map journeys, identify critical moments, and design experiences that build trust and loyalty at scale.
Including, but not limited to:
- End-to-end journey mapping for customers, members, and segments
- Identification of moments that matter across channels and lifecycle stages
- Experience strategy tied to brand, digital, and operational goals
- Cross-functional alignment to experience priorities
- Opportunity identification and experience roadmaps
Frontline Experience & Enablement
Frontline teams are the face of the brand. Equip leaders with the capabilities, tools, and confidence needed to deliver outstanding customer and member experiences.
Including, but not limited to:
- Frontline capability assessments and skills development
- Service excellence and relationship-building training
- Coaching and performance support for managers
- Playbooks for consistent service interactions
- Communication and just-in-time tools to sustain change
Service Model Design
A modern service model blends digital efficiency with human connection. We help financial institutions redesign service models that deliver consistent, high-value experiences across every touchpoint.
Including, but not limited to:
- Channel optimization and omnichannel experience alignment
- Staffing models and workflow design to support desired experiences
- Defined service principles and behaviors for frontline teams
- Playbooks for consistent service delivery across branches and teams
What Our Clients Say
“We do things the way the bank does. Having an outside perspective that wasn’t just creative, but challenged us, was great. You found linkages that we hadn’t made.”
– Transformation Leader, Fortune 500 Bank
See Case Studies
Talk with a Financial Services Consultant
Our financial services consulting experts bring deep industry knowledge and a passion for building solutions that allow your team to thrive.
Book NowGet connected to an expert.
MarkRenneker
Client Partner
RafeMattingly
Client Partner
Katie Camargo – Principal