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Multinational financial services company improves outcomes through platform migration

Migration to new technology can enable your business to improve efficiency, insight, and action. However, a successful transition requires discovery and program design that solves for stability and business continuity.

The Challenge

A financial services company needed to uplevel from a static, retrospective, and siloed approach to Experience Management. Their existing platform was high cost to maintain, and led to an overly transactional business focus. They partnered with commonFont and Qualtrics to migrate their global program to a dynamic, best-in-class platform design, driving a renewed organizational focus on customer-centricity. 

The Approach

commonFont led deep discovery involving senior level stakeholders across multiple business units. These advisory inputs allowed commonFont to recommend prioritized work streams, guide updates to survey programs, and introduce modern and standardized metrics across platforms. Our team also facilitated enablement activities including training and education to increase adoption and ultimately achieve a successful migration. 

The Results

65% reduction in total cost of software + services

4pt increase in response rate through A/B testing

15 outer loop enhancements in year 1, leading to 45% increase in digital revenue

In migrating to Qualtrics, our client was able to envision and re-architect their platform, maximizing sustainability and scalability. The financial services company leveraged flexible service options over a multi-year journey to transition from a full managed services model to a program that incorporates in-house Qualtrics practitioners complemented by expert services. Through enablement activities, our client gained greater control over their Qualtrics platform and reduced their cost to manage and evolve their XM program, leading to long-term organizational value.

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