Customer Experience

In order to achieve long term profitable customer relationships, banks face the challenge of winning and maintaining customer loyalty. Delivering consistent and effective customer experience is key to overcoming this challenge. At Distinct, we believe the best results are achievable through delivering an integrated and systematic customer management approach, placing the customer at the heart of any operational strategy development.

We combine our customer analytics skills and customer experience engineering expertise, together with the Lean Six Sigma continuous improvement methodology to deliver focused, cost effective experience improvement. 

We support banking clients to:

• Clearly map the customers’ journey
• Identify the parts of this journey which are priority touch points
• Clarify customers’ requirements at these touch points
• Assess touch point performance
• Identify improvements required
• Implement improvement in a cost effective manner

• Measure improvement impact

Our customer experience approach delivers significant sustainable bottom line results in the form of increased customer value and reduced churn. Our approach supports the journey towards becoming a customer led organisation, whilst delivering improved bottom line results. We deliver consistent, differentiated, cost effective customer experiences, which supports clients in building loyal and profitable customer relationships.