BNP PARIBAS

Customer and employee experience, service merchandising, training

BNP Paribas, a leading European bank, wished to conduct a profound (r)evolution of its businesses to meet the needs of its customers and employees. Our challenge: instil a retail culture within the network of physical branches.

SECTORServices
PROFESSIONAL SECTORSDEFINE, DESIGN

How do you develop the branch experience to consolidate the new brand promise of the bank?

Our approach

Detailed on-site immersions, retail tours, expert consultation and multidisciplinary workshops enabled us to identify new perspectives and practical experience levers that could be activated within the network of the 1,800 branches.

The Define and Design divisions now work with several BNP Paribas entities to develop and pilot the concepts devised for all aspects of the experience: greeting rituals, redesign of the customer journey, merchandising of the offer, training modules, etc.

The result

This is a long-term partnership that has been tested in the field (at pilot branches in Bourse, Roubaix, Grande Armée, Opéra, etc.) and behind the scenes through employee training.

« retail3D combines a strategic vision with a hands-on approach. retail3D’s experience of working with some of the largest brands in retail and in a wide range of sectors has enabled us to access the correct level of benchmarking. The formalisation of concepts and recommendations is always spot on and just the right message. »

Anaïs

Head of Transformation Programmes Customer & Employee Innovation BNP PARIBAS