IDC Customer Spotlight: Consulting-led Customer Journey Transformation Drives Digital Containment for a Financial Services Provider

Digital transformation isn’t exactly novel to the financial services industry. However, the COVID-19 pandemic and the demand for a personalized Customer Experience (CX) have clearly accelerated the pace of digital adoption. Organizations are moving beyond their physical presence to drive an omni-channel strategy. They realize that to be competitive in the new normal and beyond, it’s imperative to build a customer-centric and digital-first financial institution.

The IDC Customer Spotlight, sponsored by WNS, details the digital CX transformation journey of a leading financial services provider predominantly serving the Asia-Pacific region. It lays emphasis on the company’s struggles with a fragmented customer journey and poor integration across customer channels.

The report highlights how WNS EXPIRIUS CX consulting framework and methodology helped the company adopt a digital-first customer journey approach and identify improvement opportunities across the key parameters of digital containment, contact reduction and Net Promoter Score (NPS). The opportunities identified pertained to key processes such as claims settlement and direct sales / distribution (policies, renewal and payments).