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News release

Collaboration to launch new digital transformation service

Leading business and financial adviser Grant Thornton UK LLP and digital experience technology provider Vizolution have joined forces to offer a new digital transformation service. The new offering will help financial services companies, such as banks and insurance providers, digitise and streamline complex service offerings that still currently often require face-to-face visits.

While the number of UK bank branches has continued to reduce in recent years, the adoption of remote channels by customers is steadily increasing.* But many remote services are still too limited with what they offer to be effective and efficient for customers.

By enhancing a company’s digital customer journeys, the new joint offering will enable firms to replicate online the more complex services currently only offered face-face – such as mortgage or loan applications, and wealth management - and provide a quality, seamless online experience.

The collaboration will combine Grant Thornton’s advisory expertise in digital transformation, data and analytics, automation and RegTech, with Vizolution’s leading technology and experience in simplifying complex customer journeys.

Commenting on the new offering, Niresh Rajah, Head of Data, RegTech and Digital Assurance Practice, Grant Thornton UK LLP, said:

“The global pandemic has intensified the existing challenge for many financial services businesses of their reliance on face-to-face interactions for many more complex services. While take up of online offerings is increasing, the level of sophistication in the sales, service and support capabilities to assist customers on a provider’s digital channels can differ significantly.

“To support our financial services clients and their end customers, we are committed to making the remote experience as good, and as seamless, as if it were face-to-face. Our new, unique proposition with Vizolution will remove this hurdle and allow companies to expand, make more efficient and humanise their customers’ digital experience. It will also help financial services companies improve their Net Promoter Scores and reduce complaints through greater engagement and simplifying customer journeys.”

Graeme Ventris, Senior Vice President, Global Alliances and Partnerships, Vizolution, added:

“The combination of today’s tough economic climate and evolving customer expectations has increased the pressure on businesses to deliver more effective, efficient, and economical customer journeys. But it has also delivered an opportunity for major brands to differentiate themselves in the eyes of their customers and drive a return to profitability.

“This exciting collaboration aligns Grant Thornton’s deep expertise in digital transformation with Vizolution’s market leading technology to accelerate our collective ability to help financial services organisations simplify complex journeys, reduce costs, elevate customer experience, and dramatically improve journey completions.”

*Banks and building societies 2010 to 2018 - Office for National Statistics (ons.gov.uk)

Banks and building societies by region - Office for National Statistics (ons.gov.uk)

Internet Banking by Age group – ONS 2015-2018 / Internet Banking by Age Group – ONS 2019