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Pinpointing customer service problems

Challenge A large North American bank believed it was mismanaging the customer experience in its mortgage acquisition process and losing ground to the competition. The client needed to make a business case to executive management to support the need to…

Expanding into financial services

Challenge A major retailer with numerous outlets in large and small communities across Canada wanted to explore the idea of adding more financial services to their product offer. Solution The Strategic Counsel employed a variety of research tools – qualitative…

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