Defining the digital ecosystem for Refinitiv_

The Challenge

Thompson Reuters had a well-established finance and risk division providing financial market data and infrastructure to 40,000 companies in 190 countries. But after an acquisition and rebrand to Refinitiv, a new challenge emerged around retaining trust and loyalty. Refinitiv came to BIO to help them navigate this transition over the next 2-3 years, focussing on how best to serve their customers digitally under their new brand.

The opportunity

Improve service for both clients and internal teams by bringing disparate legacy platforms into one integrated environment: the digital ecosystem. Look at the wider service that they support, including Refinitiv’s customer and employee experience.

The Results

  • 41 service opportunities, 13 rolled out across all markets in Phase One
  • 4 character-based profiles
  • Interactive Service Blueprint

Case Study Video

focussing on how best to serve customers digitally under their new brand_

We gathered stakeholders across Refinitiv to map out customer journeys and the employee journeys and platforms which support them. We also spoke to customers across key segments to validate the issues which had been raised through the mapping exercise. Using these insights, we co-created an easy-to-use digital service blueprint for this very complex business.

We also produced a number of customer profiles, surfacing the needs of key functional roles in Refinitiv’s clients’ organisations. This allows cross-functional teams to have better conversations on how their roles impact on the customer experience. Because the blueprint is interactive, it’s possible to drill down into key issues and pain points without it being too overwhelming at first glance.


BIO then worked with Refinitiv to identify key opportunities for improvements with the highest potential to drive business and customer value.

A roadmap featuring these improvements sits alongside the technical integration. Together these elements are the foundations Refinitiv need to build the future, as they move customer experience on to the next level.

A roadmap for the future customer experience_

Let’s make something happen_

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