See the full Case study.

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.