Case Study

Case Study: How Credit Suisse Made Customer Experience Matter

May 27th, 2008
Craig Menzies, null
Craig Menzies
With contributors:
Benjamin Ensor , Angela Beckers

Summary

In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by three committed and passionate customer experience believers who, using a series of innovative and practical tactics, produced millions of dollars worth of cost savings, increased branch ATM usage, won multiple awards, and — most important of all — helped change the way that Credit Suisse thought about customer experience design.

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