Project facts

  • Client
    Aegon
  • Location
    Netherlands
  • Scope
    Transitioning from a product-focused to a customer-focused way of working 
  • Solution
    A comprehensive change programme across four business units

THE CHALLENGE

A lifelong relationship

Aegon’s USP is that its services cater to customers across the entire financial lifecycle. For this to work, they want customers to stay with them for the long haul, using insurance, pensions and savings products at different stages of their lives.

To make sure this was the case, Aegon wanted to change its approach, moving away from being a product-orientated business and instead placing customers at the heart of its operations and services.  

THE APPROACH

A complete change programme 

Becoming a more customer-centric organisation presented a complex challenge, from both a business and IT perspective. It would require the implementation of new technologies like Salesforce, as well as an overhaul of current working practices and cultures. And this, in turn, would require the right transformation partner. 

Aegon chose Novius, a company of Royal HaskoningDHV, to oversee this change. Working alongside Aegon’s business leaders, our expert consultants and architects developed a full transformation strategy and identified the solutions needed to help the company better understand and respond to customer needs.

Once that strategy was in place, we worked alongside Aegon to execute it, supervising its implementation across four key business units. Changes were made in services, processes, organisation, governance, culture, competences and technology.  

THE IMPACT

New levels of engagement 

By embedding a stronger focus on customer service throughout the organisation, Aegon has been able to respond to customer requests more quickly, explore new cross-sell opportunities and increase customer satisfaction and loyalty.

As a result, the company is now able to offer a lifetime of financial services to customers that have every reason to be loyal for a lifetime.