Case study: Developing improvements in bank functioning and management
Customer Journey Map from the advisor’s perspective. Identifying the areas that need optimization and improvement.
Case study
Industry
Banking business
Objective
Customer Journey Map from the advisor’s perspective
Tools and execution
Creative workshops with bank employees – employees with different seniority levels across Poland
Result
Creating CJM of advisor – strategic recommendations regarding eligible model of process, to support quality of service
Achieved business objectives
Identifying current Customer Journey Map of advisor
Developing and evaluation of all CJM elements that advisor is involved in:
- touchpoints
- actors in the process – handoff analysis (identifying those who participate in the process and connections between them),
- sweet spots and moments of truth
- milestones.
Modeling AS IS-TO BE – recommendations regarding improvement of business processes in the company including:
- analysis of the sequence of actions taken by employees working inside and outside the bank („as is”),
- identifying the areas that need improvement, optimization,
- developing improvements in bank functioning and management by reorganization processes inside the company („to be”).
