Our mission is to support Financial Services Companies in their journey to a resourceful, effective and profitable 360º customer experience

 

How can we help?
  1. Methodology – Comprehensive and methodical support in your firm’s Customer Experience Management initiatives, based on the CXM360 Framework (assessments, workshops, bootstrap approach)
  2. Consulting and Coaching – Consulting and support in benchmarking, planning, tenders (RFI / RFP) as well as in selection and solution design of Omni Channel Digital Architectures and Platforms, including Proof of Concept (POC) work
  3. Project Management – Project Assessment, Project Office and Project Lead with execution of your Omni Channel Digital Platform initiative
  4. Integration & Customisation – Software and Platform Configuration, Agile Software Development for Digital Banking Platforms, Integration of 3rd Party Solutions including Core Banking, CRM, Analytics and DWH

 

Please download our CXM360 Customer Experience Management Brochure to view our services portfolio (in German) CXM360_waserIPM_D

We are a Backbase Business Partner for Switzerland and Liechtenstein. Please download our Digital Banking Platform Services Brochure for further information (in German) CXM360_Backbase_D

 


What are the burning questions for banks and financial services providers today?
  • Who are our customers in five years from now and what are their expectations?
  • How do we adjust our understanding of market segmentation to the digital challenge?
  • What skills and competencies do we need to cope with digitization and how do we prioritize?
  • Which business models in which eco-system work for us in order to secure our profitability?
  • Who are our competitors today and in five years from now? Who will be the leaders?
Well,
  • Your current customers may well be your future ones, however, most likely with very different needs and expectations
  • The digitization enables and rapidly evolves a segment of one
  • Understand your customers, embrace agility, foster courage, fail fast and smart
  • Your competitors will come from different industries and backgrounds, not just banking
  • The future will face competition of dynamic eco systems rather than individual firms

 


The CXM360 Framework for a 360º Customer Experience Management
  1. waser iPM CXM360© Framework
    waser iPM CXM360 Framework

    A customer centric, ‘outside in’ paradigm involving multiple relevant touchpoints, channels, attributes and sub-processes is pivotal

  2. Adjusting the paradigm will challenge, align and industrialize your entire business process architecture, front-to-back
  3. Customer experience management projects are risky – secure profitability and manage priorities in your initiatives at all times
  4. Challenge siloed views – align highly visible and less visible stakeholders (fintechs, partners, operations, etc.) for truly differentiating customer journeys
  5. Embrace key technology trends in banking early on, including PSD2, GDPR, cybersecurity – they have long-term impact on your digital transformation
  6. Engage in two speed (bimodal) architecture to remain both, explorative and predictive

 

For more information on CXM360 – the 360º Customer Experience Management approach – please contact us here:

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