Transforming credit decisioning : A collaborative approach to customer-centric innovation

At the start of 2023, a major UK banking institution known for a wide range of products challenged themselves to improve the customer experience. By doing so, the organization intended to assess its customer service operations and identify ways to simplify customer journeys and back-end procedures. In addition, the bank wanted to establish a positive feedback loop that would enable continuous improvement and eliminate failure demand. Through this process, the bank intended to eradicate the root causes of various inefficiencies, rather than just addressing their symptoms.