Forrester’s EMEA Customer-obsessed Enterprise Award

Nedbank Retail and Business Banking (RBB) proudly announced that it has been named the winner of Forrester’s Europe, Middle East and Africa (EMEA) 2024 Customer-obsessed Enterprise Award. This prestigious award recognises organisations that place their clients at the heart of their business strategy to drive growth. Nedbank RBB will be honoured at the CX Summit EMEA, which will be held both live and virtually in London from 24 to 26 June 2024.

Nedbank’s journey to client-centred excellence

Nedbank RBB was selected for this award due to its significant investment in and dedication to a robust client-obsession programme. This programme has enabled the bank to foster collaboration across the organisation, focus on what matters most to clients, and systematically enhance client experience (CX). Despite fierce competition, Nedbank RBB has demonstrated that a relentless focus on clients can drive business growth in a market where consumers have numerous choices.

How client obsession drives business growth

The Customer-obsessed Enterprise category honours organisations that exemplify client obsession by placing clients at the centre of their leadership, strategy and operations. Winning this award signifies that Nedbank RBB has successfully aligned its client-obsession efforts with its brand promise, encouraging deep collaboration across marketing, CX and digital teams.

Nedbank’s client-obsessed strategy explained

Nedbank Group Strategy has prioritised client experience. In 2020, the RBB division shifted its operating model from product-led to client-led and client-focused. This pivot saw the orientation of its products, offerings and services centred around the needs of existing and potential Nedbank clients. The appointment of a Chief Client Officer and creating a dedicated CX team further reinforced this client-centred approach, benchmarking against international best practices.

The role of leadership and collaboration in CX

Anton de Wet, Chief Client Officer at Nedbank RBB, expressed his excitement about receiving this recognition from Forrester – one of the world’s most influential research and advisory firms. 

'We believe that placing our clients at the centre of all we do and focusing on delivering value for them makes Nedbank a great place to bank. We also unlock value for the organisation by implementing a structured CX programme across the business, which focuses on identifying and implementing regular improvements. None of this would have been achieved without the support from our leadership, who sets the tone from the top, the super collaboration of business units across RBB, and our employees’ commitment and hard work. We believe this award recognises that we are on the right path to unlocking value through client obsession.'

The impact of people and technology on client obsession

'Our client obsession is the result of our combined efforts across multiple streams that have created an incredible intersection point, with the client placed firmly at the centre of it all,' notes de Wet. 

'We have learnt from best practice, refined our processes and procedures, implemented service excellence programmes, and created a client-obsessed culture, which has become part of who we are as Nedbank. While this award is one that we are incredibly proud of, it is the people behind it, our employees, and stakeholders, who have bought into what we are trying to achieve that makes this award so much more rewarding.'

Future plans for enhancing client satisfaction

With banks under pressure to differentiate on client satisfaction and experience, Nedbank RBB is delighted to have found a successful formula. 'We have a recipe that is working, and we look forward to continuing our efforts to improve our offerings and delight our clients through service excellence as we obsess about them and their financial needs,' de Wet concludes.

Nedbank’s commitment to a client-obsessed culture

Nedbank RBB’s recognition as the winner of Forrester’s EMEA 2024 Customer-obsessed Enterprise Award is a testament to its unwavering commitment to client obsession, driving client satisfaction and business growth.

By focusing on client-relationship management, digital transformation and retail banking, Nedbank RBB has enhanced its client experience successfully. The bank’s loyalty programmes, client-satisfaction metrics, and client-feedback systems are integral to its CX strategy development. Through the mapping of client journeys and digital transformation in banking, Nedbank continues to set benchmarks in the industry.