Corporate Finance
Professional Legal Services
Full Credential Description
A leading private bank faced significant challenges in adapting to the evolving wealth management landscape, where clients increasingly demanded tailored advice and intuitive digital tools. The bank recognized that to maintain its market leadership, it needed to innovate its customer service approach. Specifically, the bank sought to enhance its visibility into customer needs and life events, as well as to shift from a product-centric to a customer-centric investment process. This transformation was critical as high-net-worth individuals were looking for integrated , including retirement and tax planning, within their banking experiences. To address these challenges, EY provided a comprehensive transformation strategy that blended high-touch and high-tech solutions. The approach involved extensive market research, including interviews and surveys with over 1,600 clients, which informed the development of a clear and actionable roadmap. This roadmap focused on creating an integrated advisory model that emphasized wealth planning expertise, personalized investment products, and enhanced data-driven insights. The strategy aimed to deliver seamless omnichannel experiences, moving away from fragmented service delivery to a more cohesive customer journey. As a result of the transformation, the bank began to integrate data to gain holistic views of client holdings and needs, setting the stage for richer client interactions. The implementation of new technology reduced administrative burdens, allowing advisors to focus on higher-value tasks that strengthen client relationships. The bank's commitment to customer centricity and continuous innovation positioned it to better meet rising customer expectations and navigate industry megatrends. Looking ahead, the bank plans to continue collaborating with EY to accelerate product development and enhance its service offerings, ensuring it remains competitive in a rapidly changing market.
Qualifications & Expertise
Leading international law firm with verified case studies