The Bank of Ireland is a leading retail and commercial bank offering retail, business and corporate banking services along with life insurance and investments services to more than 1.6 million customers. As part of the bank’s strategy to grow its business, it sought to improve the customer experience, particularly through the use of digital technologies. To fuel this agenda, the bank wanted to build a more digital culture internally.
Accenture Strategy helped the bank kick-start its new digital, customer-centric culture through a 30 Day Challenge. This challenge is a series of 30 micro-challenges over the course of 30 days that enables participants to practice new behaviors and ways of working.
Following the 30 Day Challenge, employees gained a greater understanding of how to use social media as well as the shared experience of being part of a social community. Furthermore, almost two thirds of participants reported that the challenge caused them to think differently about how they deliver customer service.