National Australia Bank, Australia
Helping NAB FX review and plan for the future
2018 brought challenging times in the banking industry as it faced the triple threat of declining consumer trust, tightening regulations, and emerging fintech competition.
NAB FX saw this challenging time as an opportunity to review their brand positioning and look for ways to earn trust through the ways they engaged with their customers and delivered their services.
They were seeking impartial expert advisors to guide their teams through a review of their current brand positioning and customer experience and plan for what the future should look like.
Through a series of 3 x ½ day facilitated workshops we guided key members of their marketing, FX and sales teams through a series of engaging, interactive activities and group discussions.
The goal of the workshops was assess and document the current marketing and CX state, identify opportunities for improvement and drive insights and alignment around the same vision and direction for the future.
The work from the sessions was captured, refined and documented into an International Payment Roadmap & Strategy. This included a revised brand positioning and a roadmap of customer experience and process recommendations to implement.
This was presented at board level and won approval and investment to implement our outputs and recommendations.
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