Transforming Customer Experience

Our client recognised the need and associated benefits across all sectors of becoming more customer centric.​

The Challenge

Our client (a multi-national provider of Banking, Insurance, Life Assurance, Savings, Investments, Wealth and Asset Management services) recognised the need and associated benefits across all sectors of becoming more customer centric.​

The Group had a vision of what would be required to become their customers' most trusted partner; the challenge that PEN was asked to assist with was to define it more clearly and ultimately to deliver it.​

Customer in this context referred not only to end customers, but also intermediaries and business partners, key to delivering the end to end client journey.​

Our Approach

PEN worked with the group executive team to establish a clear brand promise and plan for rolling out the customer strategy and how the overarching objectives could be translated into operational reality.​

Our skills and experience meant we were able to provide subject matter expertise to assist the business units with planning and delivery of a wide range of projects to drive customer centric improvements.​

We mobilised the projects and engaged with the business lines to gain management commitment to the plans, while supporting local executives to embed the changes into their existing units.​

The Outcome

The programme achieved many milestones of improved customer experience and advocacy, resulting in greater than 10% growth in Net Promoter Scores and Net Effort Scores across the whole group, alongside uplifts in staff engagement.​

At the same time key metrics for organic growth in customer numbers and loyalty also showed consistent growth correlated to CX improvement​

One business unit had NPS growth from +23% at outset to +53% and this is still improving today. They also won an award for best example of Employee experience in FS in Europe.​