LV = Case Study 2015 - Engagement: driving a customer culture

Who should attend? Whether in a leadership, quality, insight, HR or change role, this case study offer insight on motivation and support for people in a genuinely customer-focussed operation and managing a change in culture and behaviours.

If you are a leader or work in a sales organisation regulated by the FCA then this session will be of interest to you. It will be of particular interest f you are looking to change sales incentives and manage people through a difficult period of change.
How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

  • Understand how to remove sales incentives, driving the right behaviours for customers without damaging sales performance
  • Gain insight into the approaches that successfully establish a customer service culture and support cross-skilling across sales, service and claims
  • Hear how the change team communicated and supported people with a host of activities and changes 

Regional managers, HR, planning, compliance and change teams have worked together on a major change in  performance focus for sales advisors at LV=. This has massively improved customer experience, borne out by a 36% uplift in internal CSat (quality) scores. It will also deliver £3.7m savings over five years. Instead of individual sales commission, CSRs joined the same LV= group annual bonus scheme. During the three months from announcement to implementation, CSRs were supported by presentations, one-to-ones, tailored letters and had access to follow ups. Team leaders played a crucial role in smoothing the journey and engaging CSRs, ensuring full FCA compliance. With the new approach, CSRs are actively learning new skills; they feel the benefit of development and it provides flexibility in cross-skilling, a key enabler of a new operating model.

Site Visit Agenda, 9th September, Croydon

09:30 Presentation: Project overview and introduction
Site tour
Groups in rotation 30 mins per group – including BREAK
1 - Focus group with frontline staff on how the change has affected them
2 - Focus group with managers on how they managed & helped support their teams through the change
3 – Overview of communication and engagement
Meeting with Senior Leadership Team
Meeting the support teams - Groups in rotation 30 mins per group – including BREAK
1 – HR
2 – Performance
3 – Planning
4 – Compliance/Risk
Final Q&A
Networking discussion
Next steps


To hear more about this Awards finalist at the conference or on a site visit please email or call 0333 123 5960.

Take a look at these articles, videos and links
2015 Innovation Awards Winners and Case Studies
2015 Innovation Awards Finalist shortlist
See the latest articles on Strategic Trends and Insights


(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit