Community Awards

Innovation Awards

2017 Finalists

Click below to read case studies for previous winners and finalists

  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Aegon Awards Case Study 2017: The human touch: is it easy to make the right choice?

    Site Visit: 27th June in Edinburgh.

    See the full Case Study, Presentation Slides and Video.

    Rigorous testing and objective data has proved these concepts at Aegon. Customer confidence and investments grew by 60% in a year, while raising NPS by 15 points building customer advocacy. Crucially, it became clear how much customers value ‘the human touch’, looking for clarity and reassurance in the choices they need to make, in this complex, regulated, financial marketplace. Aegon work closely with Cowry Consulting, who apply behavioural psychology to improve both customer conversations and written materials. An academically & statistically rigorous pilot started in a small team, over five months, before rolling out to the wider business, training and coaching their people. The new approach has created a different emotional experience and connection for customers; sales teams are far more confident and engaged as well.

    Who should attend? This case study has a great story for leaders and quality, customer experience, insight, HR and operational teams. Take the opportunity to learn about choice architecture, take a fresh look at what creates better customer conversations and learn from practical, proven experience. 

    Key Results 

    • NPS up 15 points
    • QA scores rose 14%
    • Investments increased by 60%
    • ROI 37:1 
    • Employee engagement rose 47 points
    • Wider roll out into other customer facing teams

    Book your site visit places

    Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email events@theforum.social and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.

    Delegate 1Delegate 2

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    Take a look at these articles, videos and links
    2017 Innovation Award Winners
    2017 Innovation Awards Finalists, Site Visits and Case Studies


     

    2017 Innovation Award Winners

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