Case Study: Financial Services Firm – Leading With Engagement

Industry: Wealth Management | Offices: 42 | Clients: 120,000

Challenge:

An Australian financial institution was losing market share to fintech competitors due to a slow decision-making process and outdated customer experience. Despite a strong strategy, execution gaps led to missed opportunities and internal inefficiencies.

Staff were disengaged, burnout was rising, and client relationships were beginning to suffer. Leadership had a clear strategy—but employees didn’t feel it mattered to them.

Solution – BLAZE in Action:

• Breakthrough Vision: Recast company mission as “wealth with wellbeing.”

• Leadership Leverage: Executive coaching and communications bootcamp for people leaders.

• Action Alignment: Every business unit had its own strategy map aligned to the firm’s core pillars.

• Zone of Genius: Client-facing staff helped design experience improvements.

• Execution Excellence: Quarterly leadership rhythms supported data-driven decision making.

Real-World ROI:

• Engagement rose by 45%, according to internal Gallup benchmarking.

• Client retention improved by 19%, saving millions in churn recovery costs.

• Internal promotions increased by 23%, demonstrating cultural buy-in.

Takeaway:

An aligned, inspired team is your greatest asset in executing strategy at scale.