Case Study: Ovum achieves a market-leading customer experience with HCL

Ovum - Customer Case Study

Aegon, a global insurance carrier, faced the common industry challenge of undergoing digital transformation to meet evolving customer expectations and remain competitive. To achieve this, they needed to move beyond implementing new technology in a piecemeal way and instead foster deep systemic and cultural change within their organization. Partnering with vendor HCL, they established the cXstudio, a digital operating model and delivery unit, to act as a catalyst for this comprehensive transformation.

HCL worked with Aegon to implement the cXstudio, a dedicated unit structured around agile, multi-disciplinary teams focused on specific customer journeys. This solution broke down functional silos and accelerated the delivery of digital initiatives. The results were significant, including a 56% increase in online customer traffic, a 20% increase in online transactions, and a reduction in project release cycles from two months to just 15 days. The H's Net Promoter Score and began the crucial process of embedding a more agile, customer-focused culture across the wider organization.

Ovum