Customer Stories
Reducing Print Dependency and Transforming Customer Experience for a leading Pension Administrator
A major pension administrator risked losing a key client over poor communication quality, yet internal metrics showed nothing wrong.
We provided an outside-in assessment to uncover the real issues: bloated print-heavy documents, manual inefficiencies, and a fragmented operating model out of step with digital expectations.
The result: a transformation to journey-based communications, smart forms, and elimination of costly manual processes.
Defining a Resilient Sourcing Strategy for a UK Building Society Facing Supplier Disruption
When a large UK building society faced the potential collapse of its primary communications supplier, we helped them cut through stakeholder misalignment and time pressure to land on the right long-term model.
The outcome: a hybrid sourcing approach, with composition brought in-house and a CCM Centre of Excellence established to govern it.
Read MoreEnabling Cloud-Native CCM Transformation for a Leading Dutch Insurer
A leading insurer needed to consolidate a fragmented, on-premise communications landscape and migrate to the cloud by 2028 – while managing security risks, compliance requirements, and complex enterprise governance.
We supported vendor selection, architecture design, and migration planning, helping the organization establish a clear, executable path to transformation.
Cloud transformation in CCM isn’t just about replacing technology – success depends on aligning platform, architecture, and migration strategy.
Read MoreUS Health Insurer seeks expertise to compare vendor market
A large US Healthcare Insurer was reviewing its existing Customer Communications Management (CCM) technology stack. This American Fortune Global 500 and Fortune 500 Company needed to access a trusted, independent and expert view of the vendor market in order to ensure it was using the right technology for the business and its updated Target Operating Model.
Read MoreEuropean Bank Gains the Tools to Meet CX Goals
A European Bank was undergoing a review of all communications from the business, based on its current technology platform. Having recently embarked on a digital transformation program, shifting from a traditional way of working to agile teams, the customer wanted to gain an independent view of its position in the market compared with the competition with regards to its customer communications, while ensuring that it was aligned with its vision and mission to put the customer at the centre of the business.
Read MoreGlobal Insurer Embraces Digital Future
A Global Insurer/ Pensions Admin team was looking for expert insight into whether it was in line with the the company’s objective to deliver world class Customer Experience to its customers.
Read MoreUK Challenger Bank Gains Market Validation
A UK Challenger Bank / Mutual Society was undergoing a complete re-branding exercise with a new executive team and needed a comprehensive and independent evaluation of its current Customer Communications Management (CCM) / Customer Experience Management (CXM).
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