Case Study

Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience

April 7th, 2020
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
With contributors:
Angelina Gennis , Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

Creating an organization-wide customer-centric focus is critical to providing a quality customer experience (CX). The challenge of developing and maintaining a high-quality CX culture is amplified when CX leaders are merging different organizations into a new entity. This report describes how Virgin Money found a way to save money, build customer-centricity, and align the organization around the North Star of customer experience (CX).

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