Finance, government, innovation, and empathy

By Cath Warren, Retail Strategy Development Manager

At NS&I, we’re passionate about putting the customer first and always strive to make sure that propositions and products are designed around the customer and their needs.

We’ve recently launched our new five-year strategy which has been built around our new purpose which puts customers at its heart.

So when the opportunity came up to be involved in the International Longevity Centre’s Innovating for Ageing event we were excited to share our thoughts on how our older customers can save confidently with us online.

Head of Customer Journey Neil Jenkinson and I were among the presenters at the event in June

Saving with confidence online at NS&I

We have a great many customers for whom digital is the natural way of transacting and who expect this first and foremost. But we also have a very large number of older customers who aren’t able to deal with us digitally or don’t want to because they feel unsure about the security of it.

So our presentation focussed on how in an increasingly digital society we ensure our older customers are able to transact with us in a way that makes them feel safe and secure, and what can we do to guide them?

We had some great conversations in the room and we really hope that that alongside the other organisations at the event, such as BT, Legal and General and The Personal Finance Society, we have some really innovative and exciting ideas to consider as part of the overall strategic proposition for our customers.

On a more personal level, it was fascinating for me to hear from people in the room who shared their thoughts and opinions about digital innovation.

The evolution of our business or strategy won’t stop there, so if you have any thoughts let me know.