A New CX Mindset for a Leading Financial Institution
With the shift in employee mindset brought by New Metrics CX Transformation Programme, this financial institution transitioned from a customer sensitive to a customer-driven maturity level
The Business Challenge
With 3,800+ employees, Oman’s flagship financial services provider wanted to overhaul their customer service strategy throughout its 40 branches nationwide.
Over 12 months, an end-to-end customer centric transformation programme was launched by New Metrics to achieve the transformation.
- Development of a comprehensive CX strategy
- Establishment of a CX centre of excellence
- Transition of customer service department into customer experience department
- Design and implementation of a Voice of Customer programme
- Redesign of 20 end-to-end customer journeys
- Back end process automation
Increase in retail banking Net Promotor Score (NPS)
Increase in SME segment NPS
With a shift in employee mindset, the organization transitioned from a customer sensitive to a customer driven maturity level, achieving: 20 Optimised Journeys, 31 implemented initiatives, a 14+Increase in retail banking Net Promotor Score (NPS) and 9+ Increase in SME segment NPS.
“As the flagship financial services provider in Oman, we launched a Customer Experience transformation project across the bank… From the start, New Metrics was able to truly understand our way of working…The expert team’s approach is extremely hands-on, immersive and focused on driving results, by utilising the latest international customer experience approaches and tools. We look forward to a continued long-term partnership to build a future-proof customer experience strategy for the bank.”
S. Al Farsi | Chief Strategy Officer
- Secured budget and resources
- Higher departmental alignment and increase initiative implementation success
- Development of internal capabilities to drive CX transformation
- In-depth understanding of customer profiles and behaviors
- Live monitoring of performance of main interactions across the end to end customer journey
- Reduction in turnaround time and operating cost
- Reduction in customer effort
Did you find value in this Case Study? Discover additional projects we’ve curated for you.