People’s United Bank wanted to assess their contact center’s operating model, tools, technology and capabilities. From the assessment findings we collaborated with the bank’s stakeholders to build a contact center strategy that helped progress wider company goals. We then developed short, medium and long-term contact center transformation roadmaps which aligned with its corporate and customer experience strategy and targets. The result would help the bank to create the best-in-class customer experience and a competitive advantage over others in the market.
