Customer experience transformation programme

We worked with the Group Executive team to establish a clear brand promise, customer strategy and how to achieve it

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

We 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

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