Case Study: a European banking and insurance giant achieves customer-centric insurance transformation with FutureLab

European Banking and Insurance Giant implements customer-centric insurance across 9 countries with FutureLab

A European banking and insurance giant faced the significant challenge of moving from a strategic vision of customer-centricity to actual implementation across its tens of thousands of employees in nine countries. The firm engaged the consultancy FutureLab to help transform its theory into tangible reality.

FutureLab's solution involved building upon the customer research the client had already conducted. They facilitated workshops with country representatives to co-create a customer journey map and define ambitious but achievable customer promises for each step. Each country then prioritized promises, set measurable KPIs validated by customer research, and developed its own implementation strategy. As a result, all nine countries passionately presented their customer-centricity strategies at the company's annual conference and began implementing the changes, with FutureLab ensuring alignment and providing ongoing support.