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.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

2017 Innovation & Transformation Awards: The human touch: is it easy to make the right choice? at Aegon

See the full Case Study

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.

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

Comments (0)Number of views (320)

Author:

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

Tags:

Print