Plugging the Enterprise Revenue Leak: Unifying Customer Experience to Drive Growth Across Financial Services

Customer experience is now a balance-sheet issue across every corner of financial services—whether you underwrite policies, manage assets, clear trades, or run a crypto exchange. Only 26% of retail-bank customers say they’re satisfied with their primary provider (1), and 48% of prospects who hit friction in a digital application finish the process with a competitor (2). Boards feel the pain in rising acquisition costs, thinning product density, and creeping runoff. It’s why 86% of industry executives have elevated seamless, cross-channel engagement to this year’s headline initiative (3). Meanwhile, customers are unforgiving: 17% will walk after a single poor interaction and 59% after just a few (4).

Where does all that leakage begin?

• Channel-centric scorecards. Distribution, card issuing, wealth, merchant acquiring—each P&L still optimizes its own KPIs. A policyholder who starts a quote on the website, calls an agent for clarification, and finishes in-app re-keys the same data three times.
• Rube-Goldberg tech stacks. Tier-one franchises juggle more than 100 CX and martech tools. Without a conductor, identity graphs disagree, offer engines mis-fire, and compliance teams spend nights stitching audit logs.
• Fragmented customer data. “Jane Q. Investor” lives in four systems with four consent states. Data-science teams can’t build reliable attrition models, advisors can’t see share-of-wallet, and AI can’t surface the next-best offer.

The financial penalty compounds quickly: unfunded deposits (or premiums, or AUM), product depth stuck at 1.7 when data-mature peers clear three, and call-centre costs that climb as customers pin-ball between channels.

Most firms patch holes piecemeal, only to hit a deeper obstacle: about 70% of financial-services leaders admit they lack the in-house talent and processes to turn customer data into actionable insight—even though marketers use barely a third of the martech they already own (5).

How Shift Paradigm Helps You Close the Gap

Workshop & Mapping

We begin with focused workshops that chart priority journeys, data flows, and cross-functional KPIs—pinpointing where value escapes today and where quick wins hide. The sessions surface both process breaks and untapped technology that’s already on the books.

Roadmap the Fix

Workshop findings become a phased roadmap that sequences customer-data unification, redundant-tool retirement, and journey orchestration in the order that releases revenue fastest. Because our Revenue Operations guild spans marketing and sales technology, the plan speaks the languages of growth and audit.

Execute as One Layer

• Lifecycle Marketing stitches the end-to-end experiences.
• Revenue Operations unifies data, measurement, and martech.
• Digital Product modernizes the app, web, and advisor portals.

One statement of work; one accountable partner. No waiting for a talent pipeline to catch up.

Hand Off & Scale

Playbooks, dashboards, and governance controls migrate to your teams so the lift keeps compounding after we exit.

Every quarter the gap stays open, revenue quietly leaks out. If your board, you, or your boss needs a clear path forward—or the strategy and capacity to execute it—just fill out this quick form, and we’ll schedule the mapping workshops that turn leakage into lift.

Footnotes

1. World Retail Banking Report 2025, Capgemini—only 26% of customers describe themselves as satisfied.
2. “Digital Lending: 3 Ways to Avoid Application Abandonment,” MeridianLink blog, Nov 2022—48% of consumers encountering digital friction complete the application at another institution.
3. Capgemini press release, “Retail Banks Face a Loyalty Crunch,” Mar 2025—86% of banking executives plan to prioritize omnichannel experiences in the next 12 months.
4. Future of Customer Experience, PwC (U.S. edition, 2024)—17% of consumers leave after one bad interaction; 59% after several.
5. Banking Transformed white paper, OpenText/Jim Marous 2023—70% of executives lack resources to process and analyze data; Gartner 2023 Martech Report finds marketers use only one-third of stack capability.