BNP Paribas is one of the world’s largest banks, providing asset servicing, clearing and custody, corporate trust and related services to large financial institutions. Challenges include declining revenues, changing regulations; diverse competition, and client demands for new technology. BNP Paribas recognized the opportunity to use client experience as a differentiator, moving to lead the industry as “the clear best option” for clients and partners.
With a culture of service excellence, the bank could:
- Understand what customers value and create improved service offerings.
- Create stronger partnerships and alliances with clients to enhance loyalty
- Improve service between front and back office.
- Improve client experience while improving operational efficiency.
Building a globally minded and locally sensitive service culture
The Head of Global Client Services reached out in October 2015 requesting a global initiative to drive service
improvement worldwide, ensuring top quality client experiences across a diverse landscape. A Service Leadership Workshop was conducted for global leaders to align, and a global steering committee was formed to establish core goals and templates for success.
The first regional implementation was launched in Australia with a crossfunctional team of workshop leaders
to customize service excellence tools, lead service excellence workshops, and champion world class service behaviors.
“Uplifting Service addressed the problem we are trying to solve – getting over 10,000 employees to all move in the same direction. Uplifting Service is really good at understanding our challenges and helping us address these by leveraging the methodology. ”
Mark Hillman
Head of Global Client Services
