Case Study: Aegon achieves seamless digital transformation and higher customer satisfaction with Atos

Aegon - Customer Case Study

Aegon selected Atos in July 2016 as its digital transformation partner to rapidly deliver a seamless, intuitive customer journey while optimising key back‑office systems and transitioning services from the incumbent supplier. Atos was engaged to lead the people and technology change, embedding customer experience (CX) at the heart of the Aegon UK operation through on‑site capabilities such as a CX Lab and a CX Academy.

Atos implemented an inclusive people transition, established the CX Lab and Academy, and completed an assured migration of services (initial employee transfer in 3 months with no BAU interruption on 10 Oct 2016 and full infrastructure go‑live on 17/18 Mar 2017, on time and budget). The programme refreshed ~30 third‑party contracts, delivered operational improvements (over 15% increase in capacity), produced high CX and Net Promoter Score results above financial services norms, ran 25 CX mindset sessions and graduated 10 CX and 15 Lean trainees — and Aegon has since expanded its digital work with Atos and created a joint development fund.

Aegon