Customer-led innovation in financial services

The world doesn’t need another banking app

Whether in retail, wealth or business banking, the most successful products solve customer problems, understand their mindsets, and let them achieve their goals. In doing so, they open up new growth and business model opportunities.

The banking collective has placed far too much emphasis on nice features and digital experiences in recent years, and genuine innovation - ideas that move the market - are hard to find.

With experience in both attack (rapidly scaling fintechs) and defence (incumbent banks), our approach takes a deep look at customers, business models and distribution to shape products that generate new annuity revenues, not just new interfaces.

Capabilities

Innovation & Growth

Innovation strategy

New ventures

Innovation labs

Customer Experience

Customer research

Service design

Journey mapping

Go-to-Market

New product launches

Cross-sell strategy

Product hierarchy

The pay-off

Effective product strategy and design, combined with go-to-market, drives economical customer acquisition

Understanding how customers choose to interact with your service allows you to shift customer interactions to lower cost channels

Product and service adoption is causally linked to customer retention. Effective product hierarchies keep customers for longer

Product strategy moves at the speed of consumer culture, so keeping an eye on emerging needs creates opportunities for new market growth

Customer acquisition

Effective product strategy and design, combined with go-to-market, drives economical customer acquisition

Reduced cost to serve

Understanding how customers choose to interact with your service allows you to shift customer interactions to lower cost channels

Customer retention

Product and service adoption is causally linked to customer retention. Effective product hierarchies keep customers for longer

Market growth

Product strategy moves at the speed of consumer culture, so keeping an eye on emerging needs creates opportunities for new market growth