A Top-20 Global Bank Improves Its Online Services
Confidential — Global Banking Institution
78%
Customers Using Online Services
120M
Annual Savings
34pts
Customer Satisfaction Increase
11mo
Months to Launch
The Challenge
A leading global bank was losing customers to newer online banks, especially younger people. Its old computer systems and disconnected teams made it hard to improve services quickly. Customer satisfaction had fallen by 18% in three years.
Our Approach
We reviewed how the bank worked across 14 business areas and made a step-by-step plan to improve its online services. We helped set up a team to build and improve digital tools quickly, while working with bank leaders to update systems and help staff adapt.
The Results
The bank launched its new online platform in 11 months, seven months sooner than the industry average. Customer satisfaction rose by 34%, online use grew from 42% to 78%, and the bank saved $120 million a year by automating tasks and improving its services.
“Ox Consults didn't just deliver a strategy deck—they rolled up their sleeves and transformed how we think about technology and customers.”
Chief Digital Officer
Global Banking Institution
