Conversations can be tough in an industry already low on trust. Customer service teams need to deal with sensitive issues like money and personal data, while remaining compliant with rigorous FCA regulations. No wonder the conversation doesn’t flow naturally.

Nonetheless, the need for consistently brilliant conversations in financial services is acute and can be a powerful differentiator, driving sales, retention and customer satisfaction across multiple channels, including in-branch, online and over the phone.

Success stories in financial services

Sales through Service

A well-known insurance brand wanted to develop a sales capability and culture in their service teams. We designed new programmes, upskilled internal champions and supported the integration of a new sales and service culture. The vision was to create call centre environments skilled at handling administration and identifying and converting sales opportunities.

The programme was tailored to the internal context and commercial objectives of each call centre. Teams were taught to spot sales opportunities, develop customer-focused sales conversations and convert these conversations into sales. This resulted in a sales increase of 26%.


A well-known provider of financial services asked us to develop a comprehensive customer conversation framework along with a blended training programme for customer-facing staff. The project had two objectives: firstly to improve customer relationships, loyalty and retention, and secondly to reduce customer effort. The customer conversation framework was developed in collaboration with the business, legal, compliance and quality assurance teams.

The learning modules were delivered as manager-led and online bite-sized modules, supported by a new culture of coaching and collaboration. Each module develops a skill or behaviour in the framework, and has created consistent customer conversations that have seen CSAT scores reach an all-time high of 94%.