AON case study
Big programmes
Aon, the UK’s largest insurance broker was conducting an extensive study across its businesses with a big 5 consultancy. The aim was to develop a CRM strategy, to optimise operations and to understand its customers’ needs.
Budd was asked to audit the programme and share best practice. We identified key areas:
- Structured stakeholder management
- The identification of key operational KPIs and desired effect
- The emotional, not just the logical, aspects of making and accepting decisions for change
- The use of structured storyboarding to target data gathering to avoid large amounts of consulting work which may not be useful
