Achieving excellence in customer experience and efficiency
The opportunity
Peru’s largest bank, Banco de Crédito del Perú (BCP) has been a leader in traditional banking. In an era of rapid change, its executive team saw an opportunity to create distinctive experiences for banking customers through digital. The aspiration was to become the best bank in Peru, which pushed BCP to set twin goals: to dramatically rethink and improve the customer experience on the one hand, and on the other, to make its operations more efficient. Digital transformation was not a goal—but it turned out to be the best means for BCP to achieve its aim.
BCP’s transformation journey
—Francesca Raffo, Chief Transformation Officer and Deputy CEO
It is very difficult to make a case for change
when business results are good… we need to continue to be good for a hundred more years and understanding the culture at our organization is really important to make a good case for change.”
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Working with McKinsey
Working with McKinsey