This multibillion-dollar company faced a series of major industry disruptions and needed to undergo a fundamental enterprise transformation.
A legislative change significantly altered our client’s industry, leading them to reassess their business strategy and place the individual consumer at the center of their activities. In a fundamental strategic shift, the company needed to evolve from a business-to-business (B2B) organization into a business-to-consumer (B2C) organization.
In addition, our client had been facing increasing market share pressure, following the appearance of low-cost competitors, as well as the appearance of disruptive new technologies that significantly raised consumer expectations with regard to the service experience.
Our client needed an agile way to react to this changing landscape and quickly develop new solutions that would offer consumers more engaging and relevant experiences at every interaction. Our client knew that an aspirational consumer-centric strategy would be paramount to future growth and consumer retention. In order to achieve this, the company needed to generate a cultural shift from within.