Context
Business model transformation in 2024: moving from a balance-sheet-led approach to a customer-centric model and long-term customer relationships.
Objective
Improve customer experience and efficiency through rapid implementation.
Role
Customer model transformation project lead. Delivered by Senteo Inc.
Approach
• Four MVPs: preboarding, onboarding, points-based incentives and The Art of Creating Experiences training.
• Tools to support product selection before purchase.
• Communications during the first 30–45 days.
• New frontline KPIs.
Customer onboarding included SMS and push-notification journeys during the first 30–45 days.
Outcome
Four MVPs were launched. Over the year, the bank’s net profit grew by 32% and net interest income by 15.4%. Growth potential of approximately $28.5 million was identified in 2024.
Company / project website