An omnichannel redesign transforms a financial institution’s customer experience
A Bain case study reveals how a FI client revolutionized its customer experience with an innovative omnichannel redesign. Through a strategic multiyear initiative, this FI shattered management silos and reimagined customer journeys from a fresh perspective. By prioritizing the customer’s needs, the FI successfully enhanced its technological, operational, and organizational capabilities and is now equipped with the tools and skills needed to provide exceptional service to its customers.
