Delivering a Market-Leading Customer Experience for the Insurance Sector

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Download Ovum believes that Aegon is ahead of many of its competitors in confronting the strategic obstacles to digital transformation. Aegon's executive leadership realizes that these issues are deeply rooted and systemic in nature, and that the solution involves far more than implementing new technology, changing processes, or adding a new app. At the core of Aegon's digital transformation strategy is the cXstudio, a digital implementation and delivery unit that is radically different from the rest of the organization in terms of its culture, structure, and processes. The cXstudio has a dual role, both bringing about a step change in the implementation of digital initiatives and how they are experienced by the customer, and providing a demonstrable template of an agile, customer-focused unit that is driving wider cultural change across Aegon.

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