Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and complete this form to describe what you have taken from the modules and how you have applied these in your role.
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2016 Innovation & Transformation Awards: Trust & advocacy: how to be No. 1 for customer service at RBS

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The ambition to be number one for customer service, trust and advocacy, prompted RBS leaders to refocus resources on simplifying the customer journey and establishing a new operating model. Despite also reducing overall cost-to-serve, NetPromoter score (NPS) has increased 25 points, while the employee Engagement Index is up 9%. Transformation within planning has been fundamental to these successes. Although now 64% smaller in size, the team is more agile, supporting RBS to deliver better customer experiences along with significant savings, through smarter ways of working and tools, built in-house. As a result, customers with simple enquiries are now more likely to self-serve, while those at key ‘life events’ enjoy longer, more relevant and meaningful conversations – at no extra cost to RBS.

Key Results

25-point increase in NPS for NatWest brand
Employee Engagement Index up 9%
Overtime down by 48%
Call volume down by 6 million
My Knowledge views up 665%