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Selected Case Studies
Re-aligning Brand Promise and Customer Experience
Regional Asian Consumer Bank
The situation
The bank’s desired brand perception — trusted, modern, customer-centric — was not being reflected in customer feedback or NPS results. Leadership sensed a growing disconnect but lacked clarity on where the experience was breaking down and which gaps mattered most for growth.
The challenge
Customer feedback was fragmented and difficult to translate into action, and there was no clear prioritization between quick wins and deeper structural changes.
Our team’s role
We conducted 40 in-depth customer interviews to discover and isolate the moments that most strongly influenced loyalty, trust, and advocacy.
Impact
Prioritization of high-impact CX improvements, stronger alignment between brand promise and customer reality, and increased customer loyalty with associated revenue uplift.
Restoring Trust and Accelerating Conversion After a Data Breach
Leading ANZ Consumer Finance Platform
The situation
Following a significant data breach, the company experienced a sharp decline in trust, awareness, and conversion. While traffic remained strong, customers were dropping out at key moments without clear explanation.
The challenge
Multiple friction points amplified customer anxiety across digital and offline touchpoints. Leadership lacked clarity on which issues were perception-driven versus operational.
Our team’s role
We evaluated the entire customer funnel, from awareness through onboarding and service interactions. We identified where trust eroded and worked with teams to design targeted fixes across digital experience, operations, and customer service.
Impact
Immediate $1M revenue uplift following implementation, with sustained conversion improvements and restored confidence in the brand’s trajectory.
Using Thought Leadership to Build Strategic Government Relationships
Leading APAC Life and Health Insurer
The situation
The company sought a closer, more strategic relationship with government stakeholders but lacked a platform to engage.
The challenge
There was no shared agenda linking public policy priorities and commercial strategy, limiting influence despite strong market presence.
Our team’s role
We worked with the CEO and leadership team to design a thought leadership platform that aligned with national priorities across APAC. We started by co-creating a study examining Singapore’s readiness for an aging population; the campaign successfully rolled out region-wide.
Impact
A multi-year, award-winning campaign that strengthened government relationships, expanded across APAC, and positioned the company as a strategic industry partner.
Launching a Global Women’s Health Managed-Care Platform
US Fertility Unicorn
The situation
The company wanted to offer fertility benefits parity to international employees of its largest US clients, but regulations, pricing, and care pathways varied widely by country.
The challenge
Differing IVF laws, cost structures, and access models made global parity difficult and risked creating inequity.
Our team’s role
We conducted a global customer survey of fertility needs and coverage, and a 41-country regulatory and care pathway study. We designed a managed-care product with international optionality, including travel pathways.
Impact
Successful global product launch, strengthened employer relationships, and clear differentiation in the women’s health market.