Tale of an award-winning good to great CX journey

This building society recognised the need for raising customer satisfaction with clearer conversation and simpler processes. We helped them achieve their goal through an award-winning programme that elevated their culture to another level.

Overall winner of the UKEXAs with MHBS and Elev-8
Gold winner of the UKEXAs with MHBS and Elev-8
Of stakeholders would recommend working with Elev-8 to a friend or colleague
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Average score rating for programme workshops
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Delegates would recommend the programme to a friend or colleague
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“Best training I’ve had in 35 years”

The challenge

Feedback from intermediaries (brokers) highlighted the need to simplify processes and improve the human conversation that wrapped around complex financial transactions.

Recognising that this was negatively impacting on quality and transaction volume, the senior team reviewed performance across the wider business resulting in a desire to improve how all employees worked with each other and with customers.

A good to great journey was in order to raise customer satisfaction and reduce effort for brokers, customers and colleagues.

The solution

Building on a solid foundation, the team needed a boost in high performance skills that would enable them to deliver high quality customer experiences.

Three core components were identified by the building society that they wanted to see in every conversation and a 5 module bespoke development journey was built around these.

Leaders were integral to the embedding approach and were fully supported through the programme with 6 virtual sessions and a sustainability toolkit.

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