Client: DNB (Oslo Headquarters)
Provider: Digital Norway
DNB is Norway’s largest financial services group and one of the largest in the Nordic region in terms of market capitalization. DNB is a very modern financial institution, and particularly the personal and SME bank services are fully digital. At the same time, the bank services for large international enterprises are mainly people based, and it was felt that this business area had some potential for improved customer experience related to applying digital technologies as part of their service offering.
The DIH in this was Digital Norway developing this service in its entirety and managed the process, prepared the survey, analyzed the results, conducted the interviews, conducted the management workshop and provided the final report with recommendations to top management of the business area. The solution chosen by the company was to apply a wide-ranging process where all employees and manager in the chosen business unit were engaged. This engagement process consisted of five main phases:
- Preparations, contract negotiations and problem definition
- Survey
- Interviews
- Workshops with middle management
- Recommendations to top management
The main benefits of running this project in the organization were an increased and common understanding of what it takes to succeed in using digital technologies to improve performance and value creation to customers; another benefit was to have concrete actions that a majority of the organization could agree to, a realistic implementation plan and individuals responsible for implementation of the agreed recommendations.
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