Changing the Approach to Customer and Employee Experience

Aegon was analyzing NPS scores periodically to gauge overall customer satisfaction, and this method was simply not enough to understand and meet the needs of customers across all channels.

  • Moved from low NPS score of -87 to +14 after detractor callbacks
  • 60% of detractor issues resolved
  • New innovative “CX Lab” created to train on customer intelligence

Change Region

North America
United States/Canada (English)
DACH (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Asia (English)