Case Study: Leeds Building Society improves customer experience with Attensi

Laying the foundations for an even better customer experience with Attensi

Leeds Building Society faced the challenge of training its staff to better identify and support potentially vulnerable customers, a need heightened by new UK Financial Conduct Authority Consumer Duty standards. They partnered with vendor Attensi to move beyond ineffective traditional training methods, seeking a scalable solution to improve communication skills and build employee confidence through repetition.

Attensi implemented "Hear to Help," a gamified training solution featuring immersive simulations of realistic customer scenarios. This allowed staff to practice sensitive conversations in a safe environment with immediate feedback. The results for Leeds Building Society were significant, including a 25% reduction in negative customer experiences and a 73% competence gap closure among colleagues who used the Attensi training.

Leeds Building Society

Andrew Crowe

People, Technology, Insight & Learning Lead