Nationale Nederlanden on a Customer Centricity Programme

Our Capability Scan and workshops empowered NN's leadership with data-driven insights to stay ahead of the competition and deliver exceptional customer experiences.

The challenge

Nationale Nederlanden recognised the need to put the customer at the centre of its operations and embarked on a transformation journey. To achieve this, they created the NN Transformation Campus, a unique program with a focus on three critical themes: data and AI, customer engagement, and digital capabilities. Despite establishing definitions for these themes, NN faced a challenge in identifying the gaps that needed to be addressed to achieve their goals.

The solution

Growth Tribe partnered with NN's Strategic Transformation Office and HR department to develop a comprehensive solution. We conducted a thorough capability scan and provided a detailed report, which helped NN identify the specific gaps in their data and AI, customer engagement, and digital capabilities. This enabled NN to gain a clear understanding of their current and desired levels of expertise in each area and provided a roadmap for achieving their customer-centric goals.

The outcome

As a result of our partnership, NN gained valuable insights into their capabilities across 8 areas, including data & AI, customer engagement, and digital capabilities. Our report highlighted growth mindset and agile as strengths but also revealed variations in data capabilities across teams. We recommended building better foundations in all capabilities across all teams to drive performance, as only 8% of experts scored 3.5+ on 1 or more capabilities, while 39% scored under 2 on at least half of the capabilities. Our capability scan and workshops empowered NN's leadership with data-driven insights to stay ahead of the competition and deliver exceptional customer experiences.