ČSOB
Sector
Financial services · Czech Republic
Result
90+ customer pain points identified, 30 resolved in six months
Embedding scalable customer journey mapping capability across ČSOB teams.
We partnered with ČSOB to build a scalable customer journey mapping capability across its teams. Through a shared framework, practical playbook and immersive leadership experience, we equipped teams with the tools and confidence to map journeys independently and turn customer insights into meaningful improvements.
The challenge
ČSOB had the right people in place but lacked a shared framework for customer journey mapping. Different teams used different methods, templates and definitions, making it difficult to achieve consistency and impact.
Journey mapping efforts were fragmented across the business, limiting collaboration and shared understanding. Teams needed a practical, repeatable way to identify customer pain points, prioritise opportunities and translate findings into coordinated action.
Our approach
We developed and piloted a Customer Journey Framework across Consumer Finance and Investments, creating a consistent, practical method for understanding experiences, identifying friction and prioritising opportunities for meaningful customer improvement.
We created a practical Customer Journey Mapping Playbook built around Research, Map and Act, then designed and delivered an immersive Journey Mapping Game for leaders to build confidence and make the approach repeatable across different business teams.
The outcome
ČSOB gained a shared framework, practical playbook and common language for journey mapping. Across customer journeys, teams surfaced over 90 pain points and successfully resolved 30 within the first six months.
Teams now map journeys independently, prioritise customer issues and take action using a consistent approach, embedding the capability into everyday work.
30 pain points resolved in six months.
Dean Brabec
CX Director, ČSOB
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