Showcase: Financial services/Banking/B2B customer engagement
As a user-owned business, Euroclear’s customers are also its shareholders. Though the client believed it had strong client bonds they needed to understand how the dynamic of this relationship was working in practice and how it should change in order to meet the ever increasing demands of customers. Our qualitative insight challenged the perceived view about what the business’s relationships with clients looked like. Some of our recommendations were tough news and unexpected. But our insight helped to identify and stem serious customer defections and losses of revenue.