Leading Credit Service Provider

Leading Credit Service Provider_Equifax_sized

The Client

The client is a global information solutions company that uses unique data, innovative analytics, technology and industry expertise to power organisations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

The Challenge

The client was focused on how to drive improved levels of advocacy and lifetime value across both B2B and B2C customer portfolios. With significant regulatory change (Comprehensive Credit Reporting) coming into force and increasing competition around credit bureau services, the client needed a customer experience strategy to protect their market and build client value through differentiated experiences.

The Approach

Strativity researched the experience of clients (B2B) and consumers to understand their perspectives, attitudes and motivations with regards to insight/data, analytics and credit bureau services. We then used that insight (empathetic and interaction specific) to create a detailed understanding of the current experience, and to co-design the target experience, including detailed change plans with the integration of eight innovative concepts.

The Results

The project helped establish a stronger focus on customer, in terms of cross-business planning and execution, together with new capabilities around journey mapping, experience prioritisation, service design and innovation. A detailed implementation plan was developed to support resource planning and initiative prioritisation. Work is underway to deliver step change improvement with positive cultural progression.