Embedding customer pillars at Direct Line

All the brands and teams within the Direct Line Group are united in their focus on customers, with a framework of customer experience pillars recently introduced to support consistent thinking and approaches. Through the ‘Customer Stories’ project, the Customer Management Hub (CMH) worked with DLG to further embed the pillars across the organisation and into the day to day work of colleagues. A series of production quality video stories were produced to shine a light on who DLG’s customers are and demonstrate how important the pillars are to meeting their needs. These have been put to work in a multi-channel, internal communications campaign, with audiences ranging from frontline operations and C-suite to investors and business partners, with very positive engagement and feedback at all levels. To date over 1,000 huddles have taken place across the business to promote discussion and alignment on customers’ insurance needs.

“I thoroughly enjoyed working with Stephen and the wider CMH team. Their expertise, knowledge, professionalism and, most importantly, the end product, was second to none. The quality and the skill of ‘story telling’ was of critical importance and ensured our people remained engaged in each narrative. I would not hesitate to recommend CMH to anybody working in CX” 

Alastair Whitby

Customer Experience Strategy Manager


CX Technology selection and implementation

Kokoro Global

Kokoro Global is an award winning provider of CX programmes and market research specialising in the retail space. Goal was to review CX software solution and advise on best way to meet and exceed client expectations.