Aegon Site Visit: The human touch: is it easy to make the right choice? Filed under - Archived Content, The Forum THE DATE: 27th June 2017 THE LOCATION: Edinburgh THE DESCRIPTION: 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. Who should attend? This site visit has a great story for leaders and quality, customer experience, insight, HR and operational teams. Take the opportunity to learn about choice architecture, take a fresh look at what creates better customer conversations and learn from practical, proven experience. THE ORGANISERS: The Forum THE WEBLINK: http://theforum.social/Awards/ArticleId/4339 Author: Rachael Trickey Published On: 14th Jun 2017 Read more about - Archived Content, The Forum Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter