Use Case: Customer Experience Onboarding

Challenge: On-boarding

Customers were struggling to complete the on-boarding process without help, leading to increased client support costs and customer dissatisfaction.


  • Prioritisation of the customer touch-points during the on-boarding journey.
  • Define processes for building feedback into existing channels (post-phone call surveys, web pop-ups, web chat).
  • KPIs and MI metrics used to plan for improvement.


  • The industry’s most user-friendly pensions auto-enrolment experience.
  • Customers reported significant improvements.
  • Reported reductions in cost-to-serve.