Logo
Home/ Customer Success Stories/ Embracing a Customer Centric Approach

Embracing a Customer Centric Approach

Through a 7 stage advanced analytics framework, the bank created a futuristic outcome-based business model.

THE ENTERPRISE

A leading bank in Africa offering integrated financial services across the African region with a dominant position in South Africa, in which it is a leader in mortgages and deposits.

THE BUSINESS CHALLENGES & IT ALIGNMENT

The bank wanted to drive change to transform the main bank relationship and win a dominant position in the chosen markets by delivering on its customer value proposition. This meant the bank consistently makes the best decisions across all its banking operations.

THE ENGAGEMENT WALKTHROUGH

  • Embraced a customer-centric approach to advanced analytics.
  • Designed a 7-stage advanced analytics framework.
  • Focused on the bank’s capability landscape, value chain, and process model to identify decision opportunities.
  • Studied current decision yield levels for select functions.
  • Set in motion the Robotics Process Automation (RPA) journey.