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LV Case Study

Paul Goodman, Customer Experience and Training Manager at LV=, discusses how continual employee assessment has enabled LV= to improve service levels, reduce complaints and significantly increase vulnerable customer understanding.

"Clever Nelly brings to the forefront any training opportunities that our team need. As a direct result of working in tandem with Nelly, we’ve been able to get into a really good place with our training on critical topics, such as the Consumer Duty. We’ve also had really good results in the vulnerable customer space; Nelly’s insights helped us to develop our training materials and we’ve since seen a 42% improvement in employee knowledge".

 

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