At rpc, we help leading financial institutions transforming sales and customer experience — from strategy to execution. With our heritage in retail and sales, our end-to-end delivery expertise and cross-industry insights, we deliver fresh perspectives that keep your customers impressed today and ready for tomorrow.
Key challenges
Customer Expectations
Customers want more — now.
Today’s customers expect seamless, personalized experiences — anytime, anywhere. They compare every interaction to the best they’ve ever had, not just within your industry. Financial institutions must anticipate needs, remove friction, and deliver value instantly to win loyalty in a crowded market.
Omnichannel
One journey. Every channel.
Customers don’t think in channels — they expect one connected experience. Whether online, mobile, or in-branch, every touchpoint must feel consistent and effortless. The challenge lies in aligning systems, teams, and processes to deliver a unified customer experience across the entire journey.
Systems, Technology & Data / AI
Smart tech. Smarter decisions.
Legacy systems can’t keep pace with modern customer demands. Unlocking the power of data and AI transforms insight into action — enabling faster, smarter decision-making. To stay competitive, institutions must integrate flexible platforms that scale and evolve with their business.
People
Empower the human side of digital.
Technology drives change — but people make it real. Equipping teams with digital skills and the confidence to innovate is critical for success. Empowered employees not only adapt to transformation but become active champions of progress.
Change Management
Make transformation stick.
True transformation doesn’t happen overnight — it’s built through alignment, communication, and trust. Managing change means guiding people through uncertainty while keeping focus on shared goals. With the right mindset and leadership, change becomes a lasting competitive advantage.
In financial services, trust is not a marketing asset – it’s the foundation of strategy. Advising leaders means helping them turn trust into growth.
Jan Schemuth, Head of Financial Services
Approach
rpc enables banks and insurers to transform complexity into clarity, innovation into competitive advantage, and disruption into long-term resilience. We combine strategic foresight with execution excellence to help financial institutions thrive.
We look at your customer first!
We start with deep customer insight — understanding needs, behavior, and expectations.
- Map customer journeys and uncover pain points.
- Analyze data to understand motivations and expectations.
- Benchmark against best-in-class experiences and map out personas.
- Turn insights into clear improvement recommendations.
We measure and optimize performance potential!
We identify where performance grows — and how to make it happen.
- Assess sales and service performance using data and KPIs.
- Reveal cross- and up-sell potential, and identify drivers for customer satisfaction and retention
- Benchmark channels, touchpoints and develop performance dashboards.
- Define quick wins and long-term growth drivers.
We build new capabilities!
We identify where performance grows — and how to make it happen.
- Develop training programs to upscale sales and service excellence.
- Introduce effective performance management programs, playbooks and tools.
- Strengthen leadership alignment and culture through training and coaching.
- Embed customer-centric, data-driven ways of working.
End-to-end implementation
We turn strategy into action — hands-on, measurable, and lasting.
- Translate strategy into rollout roadmaps across channels and systems.
- Pilot, test, and scale proven solutions.
- Govern transformation with agile methods and transparent KPIs.
- Ensure adoption, tracking, and continuous improvement after go-live.
In a nutshell: What we bring to the table
We help organizations transform by focusing on what really matters:
- Co-creation from day one – We work side by side with your teams to design solutions that truly fit.
- People, processes, data – Our transformation triangle ensures a balanced, holistic approach.
- From strategy to execution – We connect every step of the journey to drive real results.
- Cross-industry perspective – Fresh thinking from retail and automotive sparks innovation.
- Empowered teams – We build capabilities that make change stick and deliver measurable impact.
Work
Behind every shift lies a decision: to challenge the status quo and shape something better. That’s where our work begins – alongside the people who dare to move first.
FINANCIAL SERVICES
Data-Based Customer Journey and Persona Re-Design for Customer-Centric Business Development
Comprehensive re-design of customer journeys and personas based on quantitative and qualitative customer insights, establishing a data-driven framework with defined target experiences and persona-specific journeys to strengthen customer orientation and optimize product, service, and process development.
TECHNOLOGY
Elevating proficiency with AI knowledge assistant
Reducing coordination time by 35% with an AI powered personal knowledge assistant that enables employees to systematically access data by presenting it in an easy-to-understand way.
Fuel for transformation
Fresh ideas for those shaping change
Experts
Our team brings decades of combined experience from leadership roles and consulting. They know the sector’s nuances and are passionate about enabling your teams to succeed – whether it’s through strategy workshops, on-the-ground coaching, or full-scale program management.
