Belgian Digital Bank


Customer Experience

To support client ambitious growth strategy and cope at the same time with decreasing performance and customer satisfaction, the team wanted to review sustainability and scalability of the customer support model and the platform.

We revealed value by:

  • Translating new strategic ambitions into clear evolutions on servicing functions
  • Defining a state-of-the-art digitally enabled support service covering organization, processes and tools
  • Bringing clear implementation plan

“ upquest accompanied the team with an inspiring vision and a down to earth approach. It allows our servicing team to become the corner stone to deliver great client experience and to support our growth.’ COO