GONG: ICG’s customer research ratifies financial advice design for ‘Big 4’

Following the Royal Commission a ‘Big 4’ Bank planned to radically and urgently change the way it delivered financial advice.

ICG was engaged to conduct customer research to ratify this decision for a key Board meeting including identifying ways negative customer feedback could be minimised.

We worked closely with the internal strategy team in developing the research frame and facilitating customer focus groups which Senior Executives could view. The final output was a recommendation to Board that was ultimately accepted and executed.

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