Embracing Change Management to Better Serve Low-Income Customers

Banco W had spent more than three decades serving customers on low incomes in Colombia when we began working with them; they had a deep understanding of their market. However, as we began working together in the OPTIX project we also realized that while they understood their customers needs, their overall customer base was changing rapidly, as was the way Colombians preferred to do banking. Apps were taking over many of the transactions and tasks that were considered the foundation of traditional banking and we started working with Banco W to help them move with these rapid times. OPTIX helped with staff training and facilitated a partnership with a fintech to help connect them more directly with their customers. Watch this video to learn more about how Banco W is now working to encourage greater customer trust in the capabilities of their products and services and how their customers responded.