Case Study: a global financial services firm achieves $175M in revenue gains with Concentrix CX Journey Mapping

Global Financial Services Firm Builds Loyalty and Trust with CX North Star Journey Mapping

Concentrix worked with a global financial services firm that had a strong reputation for innovation but a customer experience that was out of sync with its brand promise. Customers were losing sales opportunities across the journey because digital processes were fragmented, advisor support was required too often, delivery updates were limited, and billing issues such as declined payments and refunds created confusion and frustration.

Concentrix delivered a CX journey blueprint by mystery shopping, interviewing customers and employees, shadowing operational teams, and mapping key journeys and processes across sales, permits, delivery, billing, and voice of customer programs. The recommendations focused on staffing, automation, process optimization, and digital engagement, including real-time tracking, messaging, and easier payment options. The plan outlined $175M in projected revenue gains across three phases, along with a 30% reduction in advisor costs and a 15% increase in customer satisfaction.