Client Success
Rebuilding Trust—Immersive Customer Insight for a Retail Financial Institution
A major overseas retail financial institution had recently received troubling results from a local customer satisfaction study, pointing to a widening disconnect between the brand and its customers. Despite the findings, leadership hesitated to act without deeper context and validation.
The goal: Go beyond the initial study to verify its accuracy, uncover root causes, and reestablish alignment between leadership, employees, and customers—without having conducted the original research.
Challenge
Segment designed and facilitated a powerful, immersive full-day workshop that brought together three key stakeholder groups: senior leadership, front-line staff, and retail banking customers.
Through a series of interactive role-plays, structured reflection exercises, and guided conversations, the session created a psychologically safe space for open dialogue. Leadership didn’t just review findings—they experienced them firsthand through storytelling, observation, and human connection.
Our neutral facilitation ensured the emotional depth of the conversation was matched by strategic focus. We illuminated the perceptual gaps between intention and delivery—turning abstract data into real, shared understanding.
Approach
The result: The workshop surfaced profound disconnects in how the bank’s mission, tone, and transparency were perceived across groups. These insights moved leadership from hesitation to clarity—shifting perception from data skepticism to human urgency.
The findings informed key changes to customer-facing communications, service protocols, and internal alignment initiatives. Perhaps most importantly, the experience catalyzed a deeper cultural shift—realigning leadership and teams around a more empathetic, community-centered brand identity.
This engagement demonstrated how Segment can enter midstream—validating and humanizing existing research to transform insight into organizational momentum.
Impact
Why our work matters
for Brand & Insight Leaders
We bring research to life—making findings tangible, actionable, and emotionally resonant.
We surface hidden dynamics across the org and connect employee behavior to customer trust.
for Financial Services Executives
for CX & Employee Experience Teams
We help realign customer experience with strategic vision through immersive, cross-functional engagement.
How can we support you?
