2012 Conference Report: People not Technology

100% recommendation rate and 100% rated the session as “Good or Outstanding”

Aim of the session
A chance to discuss how you can improve customer retention through people and learn from Scottish Widows part of Lloyds Banking Group on how this culture was embedded centre-wide rather than setting up a retentions team. Followed by a chance to discuss this further in an interactive workshop.

Discussion in the session

After a great presentation form Scottish Widows there were lots of questions from the group as they tried to get their heads round some of the concepts raised in this presentation. To help the delegates see that Scottish Widows are not alone in making great impacts in their business without new technology we talked through some previous Innovation Award finalists and the great things they had done without technology.

These case studies are available to view below:-

The last part of the session was a chance for the delegates to discuss and debate in their tables around how they harness the power of their people and how to get it out of the “too hard” box which led to some great discussions and each table delivered their top tip to the rest of the group.

Please click here to see the presentations from this session

Quotes from attending delegates
  • “The session felt like a “walk through” rather than a presentation which was a great and effective style”
  • “Great to hear a true success story and the useful facilitated conversation
  • “Made me think how we can improve – was great to be able to discuss and ask questions”
  • Takeaways from attending delegates
  • Engage with advisors with face to face forums that increase understanding of impacts
  • How to make an operation work without targets
  • Use of “call frameworks” rather than “call scripts”
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