A Scandinavian Market Assessment
Client: Financial Services Organisation
Challenge
Our client wanted to understand the dynamics at play in the payments market across Scandinavia.
In particular, how digital customer services were being used, how this was trending and the impact emergent technologies might have in the future.
Approach
ONE-TO-ONE INTERVIEWS: We completed over 50 one-to-one interviews with CEOs, Country Managers, Finance Directors, Heads of E-Commerce, Marketing Directors, and IT Directors in the retail sector. Two thirds of them were retailers with a High St presence and one third e-commerce only.
DESK RESEARCH: We conducted an extensive programme of desk research to understand the strategic challenges facing Scandinavia retailers, the role of payments within their growth and customer retention strategies, as context for our client’s own future strategy development.
MARKET ASSESSMENT: We provided a detailed market assessment analysis in three areas in particular – customer experience, the role of mobile technology and digitisation.
STRATEGIC DIRECTION: Built on the market assessment, we developed a series of recommendations for the client’s future strategy. This covered areas such as innovation, communication, product development and the reduction of process complexity.
Outcome
A comprehensive assessment of our client’s market, with deep customer insight and clear direction for their future strategy development in a key European region.