HCL Technologies and Aegon, the multinational life insurance, pensions and asset management company, announced the opening of their joint cXstudio, aimed at delivering customer experience excellence through the adoption of the latest digital technologies. Established close to Aegon’s headquarters in The Hague, the 35-seat cXstudio will foster co-innovation between both companies. The aim is to pioneer new and inventive ways for Aegon’s customers and potential customers to manage their financial future through digital channels, with a key focus on mobility.
HCL’s experienced design, creative and technology specialists will work closely with key business-level stakeholders at Aegon, to support the development of new, more agile, customer-centric approaches to service delivery across existing and emerging digital channels. Today, digital channels drive how customer experience is delivered by organizations and as such, businesses must adopt more agile, integrated and cost-effective approaches to ensure that they can manage, optimize and grow digital channels at quality and speed. The cXstudio allows Aegon to meet this challenge by bringing together relevant capabilities to ensure that digital solutions are continuously developed and improved.
“Today our customers want easy to understand interactions regarding their current and future financial situation. Many find it difficult or boring to access and understand their financial future. We want to offer them help, by now offering ‘entertaining awareness creation’ said Kees Smaling, CIO of Aegon Netherlands.
HCL’s cXstudios are designed to enable financial services organisations to better meet the needs of increasingly demanding consumers effectively, whilst retaining the efficiency needed to work within budget restrictions and the constraints of legacy IT infrastructure. The cXstudio framework is underpinned by HCL’s vision on the future digital operating model, which helps organisations to move away from implementing disparate and piecemeal digital touch point projects. Instead, cXstudio provides the strategic foundation, executional model and talent to create a continuous system of optimization and change for front-end digital channel development and management. One way HCL is able to achieve this by helping its clients to implement strong learn, understand and act processes, by leveraging customer data and analytics to provide better evidence of end-user experience issues and opportunities using dynamic customer journey mapping techniques.
“The collaborative approach behind the cXstudio enables us to provide greater support to Aegon in its drive to become a more customer-centric organisation, whilst helping it to achieve better operational efficiencies,” said Rahul Singh, President, Business Services & Financial Services, HCL Technologies. “Our existing cXstudio initiatives have already realised significant successes.”