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Case Study

Discover how Danske Bank are fulfilling their strategic vision for market-leading customer satisfaction – empowering their colleagues through continual assessment to improve customer experience and outcomes

We would never have achieved the results we’ve seen with the previous system, it just wasn’t possible. Clever Nelly really has been the most successful implementation. It’s incredibly reassuring to see that our colleagues are building their knowledge, which is reflected in their confidence and conversations with customers.

Danske Bank discuss how Clever Nelly is having a transformative impact on their approach to colleague in-role development. With over 150,585 knowledge interventions taken place in the last year to scale up product knowledge across Danske Bank’s personal and branch banking divisions, topics including Consumer Duty and vulnerable customer management are being kept front of mind for their advisors, supporting their objective to deliver best-in-class customer experiences and satisfaction.

Learning outcomes include:

  • How Danske Bank improved speed-to-competency, with an employee competency improvement of 44% for a cohort of new starters.
  • How they drove competency improvements of between 25% and 112% across six critical training categories.
  • How they scaled up knowledge on the frontline by more than 15% for 18 out of 26 teams – using less than one minute of an employee’s working day.

Read the full use case here