reimagining client experience for investment research

Chandramouli Venkatesan and Valerie Monchi discuss how Barclays and Capgemini transformed Barclays Live.

Client:

Barclays

Region:

North America

Industry:

Banking and capital markets

Client challenge: Barclays Live is a portal and trusted source for investment insights from Barclays Investment Bank. The mission? Transform the portal to deliver a best-in-class customer experience.
Solution: The bank partnered with Capgemini to find out how to revamp the portal – applying best practices from multiple industries, and successfully optimizing its front end, UX, technology stack, and operations.
Benefits:

Delivering a best-in-class client experience through renewed content design
Harnessing objective, industry-wide expertise
Collaborating to deliver true simplification, personalization, and client-centricity
Achieving alignment across research, strategy, data, design, technology, and operations

Successful innovation requires a company to be able to examine itself and identify opportunities for improvement. So, when Barclays wanted to become more client centric and deliver a new customer experience, it engaged Capgemini, which could apply experience from various industries to help the bank realize its vision.

Together, the partners examined the existing technology and operations supporting the Barclays Live feature. Based on this review, the project team introduced a new technology stake that could be scaled more effectively while introducing a simplified customer experience. Meanwhile, Barclays and Capgemini updated the bank’s approach to managing its client experience to ensure that the organization is now better prepared to continually innovate and deliver a user-friendly digital experience.