Improve customer experience by BXT approach at ABN AMRO
Challenge
ABN AMRO had some challenges with their CRM platform. To improve customer engagement and connect this to their business value, they needed a connected CRM platform that supports their key business imperatives and improve customer experience across the organization through digital.
Solution
In close cooperation with ABN AMRO PwC leveraged a BXT approach on developing an Enterprise CRM Strategy, including Vision, Business Architecture, Operating Model, Customer Journeys and Business Case.
In more detail, we guided them through the BXT process and came up with the following key deliverables: a current state baseline, capability gap analysis, future state business capability model, future state prioritized CRM business and technology architecture , multi-Year Roadmap across channels and Lines of Businesses, delivery approach and timeline, case for Change & Organizational Impact
Results
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