At Capgemini Invent we ideate and bring to life what’s next for our clients. Capgemini Invent combines strategy, technology, data science and creative design to solve the most complex business and technology challenges.
Helping a leading multinational Bank to realise the power of social media
The Bank was falling behind competitors in the everchanging social media landscape. In order to reposition themselves as a leading competitor and to demonstrate that they were ready for digital success, the Bank needed an effective governance framework and global social media strategy that could be adopted by over 30 countries and 20 content and business teams. The aim was to transform their social media from a cost centre, to a value-generating centre, in a tangible and measurable way, aligned with business objectives.
Core design principles were created to underpin the design phase and we conducted a review of current technology at the Bank. A global social media framework outlined the Bank’s strategy, whilst a target operating model identified the key capabilities and skills gaps across the Bank’s markets. An implementation roadmap outlined priority areas to begin the Bank’s transformation journey. This was supported by a robust change management approach to help facilitate change and training plan to ensure all employees have the right skills needed.
We recommended 51 opportunities to bring the social media estate up to market standards and identified 14 strategic opportunities to transform and improve the Bank’s social media skillset. In addition, we developed a Social Media Playbook to support communication and compliance of local market teams and highlighted 21 prioritised opportunities for the Bank. These opportunities included low investment, low effort and high expected benefit ‘Quick Wins’ to drive value quickly for the Bank.