Banking Customer Experience Service Excellence Transformation
Digital friction, complaints and inconsistent omnichannel customer experience
Banking Customer Experience & Service Excellence TransformationDigital friction, complaints and inconsistent omnichannel customer experience
Redesign customer journeys, service standards and recovery systems across physical and digital channels.
This programme addresses channel silos — converting the pressure into executive decisions, structural redesign and measurable institutional action.
This programme addresses poor journey ownership — converting the pressure into executive decisions, structural redesign and measurable institutional action.
This programme addresses weak service metrics — converting the pressure into executive decisions, structural redesign and measurable institutional action.
THIS IS NOT TRAINING. It is leadership for institutional transformation.
Redesign customer journeys, service standards and recovery systems across physical and digital channels.
THE BOARDROOM
Where institutional decisions are made.
Designed for leaders with decisions to make.
Programme Outcomes
Four days. One coherent transformation.
Redesign customer journeys, service standards and recovery systems across physical and digital channels.
| Day | Stage | Focus | Coverage |
|---|---|---|---|
| 01 | UNDERSTANDJourney redesign. | Higher satisfaction. |
|
| 02 | DIAGNOSEservice governance. | lower complaints. |
|
| 03 | DESIGNexperience analytics. | improved consistency and retention. |
|
| 04 | TRANSFORMMobilising people and capability. | Build the leadership alignment, capability, adoption and cultural conditions required to sustain the transformation. |
|
Programme Outline
A decision-grade view of the sessions, frameworks, discussions and outputs your executives will work through.
Begin by establishing a shared understanding of the institution's current position, the external forces acting upon it, and the gap between where it is and where it needs to be.
- Morning: Strategic context and institutional assessment
- Afternoon: Diagnostic frameworks and baseline analysis
- Executive discussion: What is really driving this challenge?
Move beneath the symptoms to the structural root causes. Map the pressure points where targeted intervention will create disproportionate leverage.
- Morning: Root cause diagnosis and structural analysis
- Afternoon: Pressure point mapping and prioritisation
- Framework: Institutional diagnostic canvas
Architect the transformation. Redesign the operating model, governance structures and capability framework required to move from the current state to the target state.
- Morning: Operating model and governance design
- Afternoon: Capability architecture and roadmap
- Executive discussion: What must change structurally?
Transformation fails without people. Build the leadership alignment, individual capability and organisational conditions required to sustain change beyond the programme.
- Morning: Leadership alignment and capability building
- Afternoon: Change strategy and adoption planning
- Framework: Transformation mobilisation canvas
Faculty with depth, not celebrity.
Senior practitioners who have led transformation inside the institutions they now teach — matched to the challenge this programme addresses.
Dr. Fatou Ndiaye
Former Head of Service Excellence at a global hospitality group. Designed service consistency systems across 60+ properties in 20 countries. 16 years in service quality and experience transformation.
Samuel Adeyemi
Former Director of Operations at a pan-African retail group. Led operational transformation across 200+ outlets. 14 years in operational excellence, service delivery and execution discipline.
Dr. Priya Sharma
Former Chief Quality Officer at a multi-site hospital network. Designed patient experience systems across 25 facilities. 15 years in healthcare quality, service consistency and clinical transformation.
Choose the session that fits your calendar.
This programme runs as independently selectable sessions. Each session follows the same core academic architecture while reflecting its regional executive context.
Bring one leader. Or align the whole team.
Institutional delegation pricing is designed to make cross-functional participation practical and to increase the value of implementation after the programme.
| Delegation | Per delegate | Participation | Terms |
|---|---|---|---|
| Individual Executive | US$2,500 | One delegate | One delegate. Full four-day executive programme. |
| Institutional Delegation | US$2,000 | 2–4 delegates | Per person for 2–4 delegates. |
| Transformation Team | US$1,500 | 5 or more delegates | Per person for 5 or more delegates. |
Translate attendance into an institutional case.
Estimate the financial value required for this programme to pay back its participation cost. This is a planning tool, not a promise of financial return.
Illustrative only. Actual organisational outcomes depend on implementation, authority, context and the assumptions entered above. HIGHpro does not guarantee financial returns.
Leave your edition with a transformation blueprint.
Higher satisfaction. lower complaints. improved consistency and retention.
From insight → to institutional execution
Built around institutional realities.
Inclusive Finance & Accessible Service Design
Financial inclusion gaps and inaccessible services
Explore programme →
Complaints, Conduct, Trust & Vulnerable-customer Outcomes
Complaints, conduct, trust and vulnerable-customer outcomes
Explore programme →The questions executives ask first.
Answered from this programme's own terms: who it is for, how it runs, what it leaves you with, what it costs and when it is delivered.
Turn interest into an executive decision.
Nominate yourself, reserve places for your leadership team, or request an institutional proposal for a larger delegation.