Our client is a leading international financial services group based in Canada that helps people make their decisions easier and their lives better.
Case Studies Type: Learning Experiences
We believe outputs should be delivered as tailored and specific to the client as possible.
After working with us to assess the Consumer Services, Sales Team Leader (STM) population, we identified an opportunity to further develop the competencies required of a great STM.
As a refocus and refresh on customer service Davies was invited to design a learning intervention for 200 contact centre staff in Cumbria.
They were seeking a partner to support their Head of L&D in the selection process for a new Learning Management System.
There was a big cultural norm towards efficiency that focused on keeping the buses operating and the perception that this was the only thing that mattered.
RSA were aware that their in-house LMS (Cornerstone – rebranded internally as Horizon) was perhaps not being used to its fullest potential, with key learning not always reaching the intended individuals.
Championing Team Leaders to embed a skills development culture at the heart of Three’s customer operations
We made Three’s Team Leaders the heroes of service performance, and empowered them to deliver training & coaching to their advisor teams.
Affinity Water were embarking on a transformation of their customer experience to support their vision to be the UK’s leading community-focused water company.
The design of the programme was interactive and engaging, utilizing best practice and lots of bespoke examples scenarios from typical NEXT chats that the Advisors could relate to.