As part of the broader modernisation programme, including the introduction of a CRM system, we worked with the GI and Life and Savings teams to transform attitudes and behaviours creating engaged teams and even more loyal customers.

The programme involved face to face time with leaders, managers and customer-facing teams, as well as “on the job” observations and a coaching framework to fully embed new working practices.

The result was an increase in performance far exceeding expectations and the overall programme paying for itself within the first 6 months.

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