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Financial Services GCC Elevates Client Engagement with Consultative Excellence
32% Cognitive Science of Learning Performance Wilson Learning
Industry BFSI (Banking)
Category Workforce
Solution Suite Counselor
Business Issue
A leading Global Capability Center (GCC) in the financial planning sector identified the need to evolve from a support function into a digitally enabled, client-centric strategic partner for its global enterprise. While systems modernization and process efficiencies formed the backbone of this transformation, the leadership recognized that sustaining impact required more than just technology. The GCC needed to embed a consultative framework and skills ecosystem aligned with enterprise values, stakeholder expectations, and compliance mandates. This shift would enable internal teams to deliver higher-value insights, strengthen stakeholder partnerships, and ensure the benefits of digital transformation were fully realized.
Solution
Wilson Learning conducted a deep-dive analysis of the GCC’s evolving role and designed three tailored programs for its financial planners, support staff, and leadership team. The Consultative Process™, implemented across planners and support roles, introduced a structured, problem-solving mindset and an internal consulting approach to stakeholder engagement. By developing key behaviors and refining internal systems, the programs created a consistent mechanism to translate skills into measurable business outcomes.
Supporting teams received reinforcement on core consultative behaviors to establish a culture of stakeholder-centric thinking as the default way of working. The leadership team was engaged through a customized Leading the Consultative Approach program to ensure sustained reinforcement and coaching. In total, 260 professionals across the GCC participated in the development journey over two years.
Outcomes
- Stronger Internal Client Engagement: Teams demonstrated improved ability to identify stakeholder needs, co- create tailored solutions, and build stronger, trust-based partnerships.
- Enhanced Consultative Communication: Participants became more skilled in navigating fee/scope discussions, managing complex expectations, and using a common consultative language across roles.
- Leadership-Led Reinforcement: Managers and team leads actively coached and reinforced the consultative approach, embedding it into daily operations and team culture.
- Behavioral Shift & Reduced Stress: Employees reported greater confidence and lower stress levels when handling difficult conversations or challenging behaviors.
- Improved Business Conversions: Increased conversion rates from stakeholder discussions to solution implementation, validating the business impact of the consultative approach.
- Recognition as Strategic Partner: The GCC strengthened its positioning from a support function to a strategic value creator within the enterprise.
Behaviors that showed the greatest level of change:-
The participants were able to:
- Adopt a structured consulting approach to facilitate more purposeful, two-way stakeholder conversations.
- Shift from reactive execution to proactive problem-solving, anticipating internal client needs and aligning solutions accordingly.
- Engage with greater emotional intelligence, managing difficult behaviors and high-pressure situations with professionalism and calm.
The impact evaluation revealed a positive
effect on skills, performance, and client
engagement at all levels.
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