Natixis Assurances wishes to profoundly transform its ways of working in order to strengthen the customer-focused culture within the company. Okoni organized a learning expedition for the 70 managers of the group to 10 emblematic places and companies in terms of the customer experience in different sectors (consumer goods, B2B, banking, etc.), meeting with experts or practitioners. The managers have put these lessons into practice in their own branches. An assessment of the “customer-focused culture” within the company was also conducted to identify the mechanisms for transformation at both the organizational and personal levels.
A jointly devised customer-experience roadmap. 14 projects were undertaken to improve the customer-oriented culture within the company.