financial services

Financial services

Arthur D. Little supports banks, insurance companies, asset management companies, payment-system providers and regulatory bodies in tackling issues related to digitization, omnichannel & customer management, big data & analytics and payments.

    We help banks, insurance companies, asset management companies, and payment system providers:  

    • Digitalization: Design and implement their digital roadmaps, determining the appropriate levers to pursue, digital ecosystems to develop and organizational considerations to drive through their digital journeys. 
    • Omnichannel & customer management: Improve customer satisfaction and operational and commercial performance, through better channel experience for clients, a more balanced channel mix, tailor-made commercial solutions for clients, and better management of the customer life cycle.
    • Big data & analytics: Exploit smart-data usage opportunities for behavioral predictions to determine churn, upselling or cross-selling capabilities; customer lifetime value, based on expected life-cycle contribution; and advanced segmentation that groups customers based on various factors, including behavioral predictions and customer-scoring assessment.
    • Payments: Develop next and disruptive operational approaches in payment-related topics.

    Our team of experts in financial services supports our clients in addressing the following challenges: 



    Determining your digital roadmap and capabilities

    Arthur D. Little fosters your digital transformation, bringing consensus among your leaders to pursue relevant digital levers with cross-functional efforts that quickly ramp up your transformation. 

    In order to facilitate the transformation, Arthur D. Little starts with a quick assessment of digital capabilities and mapping of digital projects (planned, ongoing or finalized), based on alignment of objectives, status, challenges and results. With it and Arthur D. Little’s experience, the main challenges and opportunities for the company are described.  

    Then, we determine the impact of digital on your organization, understanding a “business as usual” scenario and the digital levers affecting the company’s development, and highlighting those with the higher impact. For those, short-/mid-term objectives are established to guide the company’s digital transformation.

    Lastly, we help the company design and innovate business solutions for digital and prioritize efforts, aligning the initiatives with adequate IT system development and digital organization to lead the transformation. 


    Developing new digital ecosystems for innovation

    In recent years, requirements for innovation in financial services have become stronger.

    On the one hand, financial technology (fintech) companies are disrupting with new business models. On the other hand, customers require new services and “effortless” interactions that imply redefining entire areas. 

    The investment in fintech has, in the last years, spurred a multi-billion-dollar decentralized market, with new companies eroding traditional business in each business line. However, fintech is speeding up innovation in financial services, mainly due to traditional companies being among the stronger investors in fintech. This is also due to the collaborative approach from fintech targeting traditional companies as their main customers. 

    In summary, in this new innovation era, companies have to create innovation ecosystems to succeed. These ecosystems are either built to facilitate innovation or launch cohesive value propositions integrating multiple players within the value chain. 

    At Arthur D. Little, we help companies to accelerate their innovation, supporting digital start-ups by fostering cooperation or other mechanisms to build innovation ecosystems, and implementing a variety of solutions ranging from disruptions-as-a-service (i.e. DaaS) to promoting internal R&D. In addition, we help companies to launch new business ventures by integrating capabilities from different players into an integrated value-chain ecosystem. 


    Omnichannel & customer management

    Defining your omnichannel strategy

    Arthur D. Little will help you define the best omnichannel strategy for your company, taking into account the reality of your clients, your ecosystem and your technical and organizational boundaries. 

    We will find the solution that realistically suits your needs and the needs of your clients, defining the best channel mix, the optimal customer journeys, and the customer-knowledge opportunities arising from a coherent strategy. 

    For this, we will take into account the technical upgrades needed for your IT architecture. 

    We will also define the new role that both traditional and digital channels must take, and the organizational and process adaptations that are needed. 

    We stick to measurable results, and thus, we will support all the decisions with a business case, in terms of customer satisfaction, loyalty, knowledge, improved operational and IT costs, improved commercial success, and other concrete, tangible indicators.


    Preparing your customer management capabilities and tools for the digital landslide

    Arthur D. Little can support you in your trip from a customer management model which is not prepared for the digital landslide to one that is, meaning that your customer-knowledge tools, your customer management processes, your channels and your commercial processes can deal with the ever-growing expectations of digital clients and their increased degree of interaction.
    To do so, we start by defining priorities as to which modules in your customer management model are most critical (channels, CRM-operational, CRM-commercial, BI DWH, 360º view of the client, etc.), and then define the critical path for the upgrade of those modules. We also help clients that need so to choose the optimal provider and platform for them.

    Big data & analytics

    Pathway to successful big data adoption: from hype to real value 

    The pathway to successful big-data adoption goes through a three-step approach:

    • Assessment to appraise the current situation and analytics capabilities, e.g., skills and tools, and compare them to requirements for successful big data exploitation, to understand intervention areas that ensure achievement of a competitive advantage by means of big data with a strategy-driven approach.
    • Continue with a pilot project to test big-data instances in target business areas for the specific prior advantages of the company, to evaluate impact and outcomes of the efforts, ensuring continual control and subsequent modifications, and exploring big-data opportunities systematically and holistically to find the real sweet spots.
    • Achievements of pilot initiatives constitute the basis for effectively expanding big-data applications throughout the organization, and for a change in perspective of data, enabling smarter decisions by big data and mastering of the technology challenge.

    Smooth development of an advanced information model, through implementation of lean and agile technology, is key to supporting decision-making and strategy definition.



    Understand and deep-dive into the customer portfolio to realize untapped potential 

    We help our clients design a value-driven segmentation approach. We aim to combine different angles such as profit, volume, and depth of relationship into a single picture to prioritize strategic and tactical actions of portfolio management.

    Certain value propositions for each and every macro-segment are developed based on its own priorities to

    • Improve key performance indicators of acquiring business
    • Optimize use of resources for portfolio management activities


    Change your way of doing business to get better, faster and more profitable

    We help our clients to redefine their strategies and processes to become the best practices in payments systems. We deep-dive into all aspects of sales, portfolio management and retention activities to develop winning strategies for our clients, and work side-by-side with them to implement/execute. 


    Open new horizons and widen your reach to new business models

    In an ever-changing environment, we follow global trends by monitoring best practices and disruptive technologies all around the world. Thanks to our broad international market knowledge and sector expertize, we localize global trends and develop to-the-point recommendations to provide our client-competitive edges.