BFSI - Fintech Innovation Centre
How a private sector bank established an innovation center that delivered impactful workshops, driving investment growth and improving customer satisfaction.
Introduction:In 2021, a well-established private sector bank with a pan-India presence aimed to create an innovation center focused on enhancing relationships with key customers, established startups, and potential partners.
Key Insight:While many banks have innovation centers, this initiative intended to elevate the client ecosystem's value, thereby building long-term trust with customers. The rise of MSMEs indicated a significant need for supportive financial partnerships beyond traditional banking.
Action Plan:The bank focused on designing comprehensive service experiences and clear processes for the innovation center. Our partnership involved developing training materials, defining customer engagement activities, and training internal staff throughout a design phase lasting four months.
Impact:The innovation center successfully delivered over 30 workshops, leading to measurable investment growth and elevated customer satisfaction scores, affirming the bank's commitment to nurturing innovation.