CASE STUDY 2
A Global FINANCIAL EDUCATION
provider was losing engagement from their members and perception of membership value was declining.
We facilitated journey mapping and co-creation sessions for multidisciplinary teams, including representatives from strategy, marketing, customer service, operations and technology, across 3 different continents.
Based on research-backed customer needs, we concepted new opportunities for valuable and differentiating customer propositions. These concepts were then validated with members and the best ones taken forward into prototyping and implementation. We also defined the future operating model and roadmap that enabled the organisation to truly adopt a customer-centric culture.
Customer journey maps