The opportunity

The client was leading up to strategy planning for the next financial year and wanted to ascertain current market perceptions across the various jurisdictions that they operate thus forming the foundation of the business and investment strategy for the following year/s. They were also experiencing some customer facing problems that they had not been able to solve, which was also a goal of this engagement. This Financial Markets business wanted to establish their Customer Value Proposition.

Internal stakeholder interviews were conducted leveraging a range of ethnographic tools to baseline internal perceptions with problem and opportunity spaces to explore, as well as concepts of future state needs and changes.

How might we increase our value to our customers now and in the future.

Institutional, Corporate and Business and Private Wealth customers were interviewed across Asia Pacific, Europe, UK and the US. With insight into overall relationship performance or on occasion, more granular insights into product / service offerings.

The top level outcomes of this project achieved a 700% uplift in bid win ratios and winning of the three largest global contacts for a single product, a series of projects to address operational inefficiencies, and improved targeted approaches for customers. 

The pack also provided insights into:

• Overarching thematics

• Aligned insights into problems and opportunities spaces

• Segments of focus and segments of maintain based on market competitor positioning benefit

• Next best tech now and in the future for respective product / service offerings

• A targeted roadmap of operational, product and service offerings that provide an overarching shift to address the current and future needs of the aligned target market, outlining the how and the proposed outcomes

• Insight into the shifting needs, operational structures and relationships / trading behaviours of their customers and the market

• Customer profiles