Financial ServicesSystem ImplementationCustomer Experience
The Challenge
The organisation was moving away from a familiar, score-driven view of customer feedback to a richer, insight-led approach — introducing a new Customer Experience platform, AI sentiment analysis, and a broader set of customer metrics. The challenge was not the technology itself but the mindset shift required: asking people to stop treating customer feedback as a number to report on and start seeing it as a story to learn from.
Our Approach
We delivered a targeted change management programme built around a simple change journey: Inspire, Clarify, Enable. This included a modern brand identity for the initiative, a relatable narrative connecting the change to the broader customer experience vision, creative collateral to introduce the new metrics, and upskilling of a network of change enablers to champion adoption in each business area.
Measurable Outcome
Strong early awareness was achieved, with genuine interest in the new approach to customer listening. Leaders and line managers are now better equipped to use customer insights in day-to-day decision-making, with the confidence to move beyond scores and focus on meaningful action. The change approach created a reusable model for future rollouts as the initiative expands.
Project Details
| Industry | Financial Services |
| Year | 2025 |
| Change Type | System Implementation, Customer Experience |
“
Change Lab provided invaluable support. They brought structure, clarity, and creative thinking to a complex project. Their unique ability to translate technical details into simple, engaging messaging and practical tools made a tangible difference in how our rollout was received.
Hayley de StadlerCustomer Experience Manager
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