A major UK bank partnered with Capgemini to streamline its customer journeys and optimize back-office operations, achieving significant cost savings and improved service quality within six months. The collaboration involved analyzing current processes, identifying inefficiencies, and implementing a new service experience methodology that led to an 8-10% savings in back-office operations and a 10% reduction in service handoffs. The initiative enhanced customer satisfaction by providing proactive updates and transitioning support from calls to web chat, facilitating continuous improvement and scalability in customer service operations.

Join for free to read