Case Study: Aegon achieves a 41-point NPS increase and major cost reductions with Verint Systems' Workforce Management

Aegon Increases NPS Score and Reduces Costs with Verint

Aegon, a multinational provider of life insurance, pensions and asset management, supports 1.87 million UK policyholders with a 900-strong customer service operation. Its back office suffered from siloed teams, KPI-driven prioritization misaligned with customer needs, and no formal capacity planning—causing heavy manager workloads, significant backlogs and poor turnaround times.

Aegon deployed Verint Workforce Management (integrated with its PEGA workflow) to create enterprise-wide capacity planning, visibility and customer-driven scheduling across back office teams. Within 15 months the program drove a 41-point rise in NPS, a 38% cut in overtime, 22% fewer complaints, 27% less failure demand and substantial reductions in outstanding work and backlog (39% and 65% respectively).

Aegon

Liam Morris-Ellis

Resource Planning Manager