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Create stunning digital experiences

End-to-End Journey Redesign

We help digitize end-to-end business processes and services to power excellent customer journeys.

Recent examples of our work:

  • simplified and digitized the mortgage-origination process at a large bank, cutting approval time for new loans from 2–10 days to 15 minutes, and reducing origination cost by 70 percent
  • helped a telecom company digitize and automate its service-dispatching process, yielding better management of service technicians and customer-service calls
  • cut the time it takes customers to open a new account from 1–5 days to 5 minutes at a global bank, contributing to a 25 percent increase in new account openings

Radical transformation of end-to-end journeys—in record time

Radical transformation of end-to-end journeys--in record time

We start by identifying and assessing the most valuable customer journeys. Our deep industry and technical experience helps uncover the priority processes that will create the biggest impact for your customers and business.

We bring world-leading designers and technical experts to redesign the entire experience, creating prototypes that deliver the full user experience in a matter of weeks, or even days. After testing and refining with real customers, we work with you to build out the systems to support the radically improved customer journey, all in as little as 16 weeks.

To allow you to scale easily, we use common technologies, systems, and data sets across multiple journeys. And we take the long view, testing the regulatory compliance and functionality of every new service or process, right from the start.

Our Digital Labs team rapidly builds out IT components, while building your teams’ capabilities as they go. We sequence the builds so that the IT architecture changes naturally as the journeys build on one another—and so that the journeys are integrated into existing systems whenever needed.

We understand that transforming processes is a major investment. We’ve innovated the way we work to help reduce risk for you. We tie our fees to outcomes, coinvest, underwrite impact, and prioritize and sequence initiatives to provide rapid returns in order to fund the change.

Related Impact story

Transforming customer experience in wealth management

Our client had been advising high net worth investors for over 100 years. But times were changing—fast.

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