Learning Experiences

Learning Experiences

Global Fashion Retailer

On average, learners of this course were 35% more productive (as measured by call volume) compared to existing staff

Time to competence reduced by 33% (as measured by quality and productivity which contributed to the savings metrics)

The client made a cost saving of approximately £423,000. This was achieved through increased productivity and reduced training time and buddy costs


Davies has been working with one of the largest global fashion retail brands to help them with one clear goal: to develop stronger sales, service and customer experience (CX) outcomes for their contact centre teams, by transforming its onboarding programme.

Their main challenge was that a large volume of the technical processes were centrally owned. This presented a large risk to the business, as they also did not have the full materials developed to run the programme with anyone other than a small pool of subject matter experts.

The new starters were overwhelmed by all the information and would not be fully competent after completing the existing programme. They would need to heavily rely on buddies or colleagues to help them with post-training queries. The majority of the training was human-led, with little to no digital experiences.

The existing learning lasted several weeks and depended on a limited number of team leaders to drive competence with their new starters. This meant team leaders had extra pressures to achieve competence, which with a blended programme could be more easily achieved.

How we helped 

Initially we conducted a period of consultative analysis. During this phase, we reviewed materials, met with new starters and got into the detail of the performance data. Following this, we worked to develop and design a truly blended onboarding experience and roll-out a plan. This led to new starters making an impact on the business even faster than before.

We developed 13 human led sessions that enhanced the material with communication skills, customer experience learning and skills practice. We supplemented the learning with 28 consistently branded and engaging digital modules which simulated systems and drove down time to competence. This supports a truly blended learning experience so that people can learn in their own way.

This project is a great example of how we design like chameleons. We fully embraced and replicated the brand guidelines from tone of voice to visual design for both in-person and digital learning.

The material is supported by team leader resources and trainer guides to drive performance beyond the classroom and support a refreshed coaching culture for team leaders.

The new training programme is now live, and early indicators are showing a positive reception to a new, blended way of learning.


“Coming out of training, I was able to make it happen.”
– new associate advisor


Early indications from feedback indicate that delegates leave feeling highly confident and supported to start in their roles.

Upon starting to take live calls, graduates of this new onboarding programme deliver 20-60% higher productivity when compared to previous training groups.

Time to competence has generally reduced from 7 to 4 weeks as measured by productivity and quality measurements.

Want to find out more?

Chat with Lee!

Lee Russell is the Client Solutions Director and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

The Resilience Handbook
Today’s Learning Noodle Podcast is all about Resilience, but why should we care? Well resilience can manifest in various aspects of our lives and ca
How organisations can grow through change with CX transformation
This week’s episode of The Learning Noodle we are looking at how many organisations are evolving and going through periods of change. Either because
The Power of Digital Learning: What Do You Need To Consider for Success
In this episode of The Learning Noodle we are joined by our Head of Digital Adam Eckersley to chat about the power of digital learning along with how
How Technology and Engagement is Transforming Workplace Culture
Organisations of all sizes are facing competition in attracting and retaining talent. When you combine this with the changing demands of the work
The future of employee experience: People are our biggest investment
With organisations changing at fast pace whether that is hybrid working or more digitalisation, with increased expectations on personalised employee e
Malcolm Taylor - Senior People Development Manager
In this latest Learning Noodle podcast, our guest is Malcolm Taylor, who is the Senior People Development Manager from The Meteorological Office. Malc
Meet the brain to help improve your learning and memory
Imagine what you could achieve if you knew more about your brain? With neuroscientific interests in learning and memory on the increase, what better p
Measuring the impact of learning and development is difficult but possible
This week we will be focusing on the importance of Learning and Development and how to find evidence of its positive effects. Special guest Kevin M Ya
The importance of alignment and retention when in person.
The importance of bringing people together in person to collaborate, does it bring an energy that was lost during the pandemic? It provides the space
How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and

Let's make a difference