Services Utilized: Employee Focused Retention Activities, Prioritization and Road Mapping, Customer Persona Creation and Journey Mapping, Alpha Testing Program Design and Execution

Client Challenge
The client's customer support team, comprising over 60,000 employees, faced significant challenges with their training approach. Despite access to over 100,000 training modules, these were generic and not tailored to meet the diverse needs of the individual team members.

This lack of personalization in training contributed to higher-than-average attrition rates, with exit surveys frequently pointing to a perceived lack of personalized growth opportunities both within and outside the company.

Our Solution
Our approach involved a strategy based on Customer Experience (CX) principles. We developed a persona-based program that focused on individual team members' strengths and career aspirations.

By quickly analyzing these insights, we transformed the generic training content into an engaging, digestible, and tailored learning experience.

Each training module was realigned to cater specifically to individual goals and skill sets, turning a vast library of content into a dynamic toolkit aimed at personal and professional development.

Successful Outcome
Within two days, the program achieved 50% of its annual engagement goal. Within one month, the monthly eNPS score for the organization increased 15%.

This success significantly boosted morale among team members and established a new standard for how training can be effectively used to enhance employee satisfaction and retention, leading to other parts of the business wanting to follow suit.

With these changes, our client has begun their journey to becoming a leader in employee experience, fostering a more motivated and committed workforce.

Services Utilized: Designing New Business Offerings and Concepts, Prioritization and Road Mapping, Customer Persona Creation and Journey Mapping

Client Challenge
In the fast-evolving automotive service industry, characterized by shifting customer preferences towards subscription models, ease of use, and pricing sensitivity, our client—Australia's largest automotive servicing company—was challenged by outdated processes both online and in-store.

They saw potential in a subscription-based service model but lacked clarity on how to initiate and effectively prioritize its development.

Our Solution

We embarked on a focused six-week project with the client, conducting two Customer Experience (CX) focused workshops. These sessions were designed to quickly consolidate ideas and outline the ideal customer experience and needs for a successful membership solution.

Through collaborative efforts, we developed a comprehensive roadmap aimed at modernizing the client's digital and operational frameworks. This strategy not only facilitated the transition to a subscription-based model but also pinpointed key initiatives for both short-term and long-term value realization.

Successful Outcome

The roadmap we developed is now being actively implemented, with significant redesigns underway in the client's digital interfaces and service offerings to align with the new subscription model.

Early phases have shown promising results, and the company is on a clear trajectory to not only meet but exceed customer expectations in this new business model.

Our involvement was pivotal in clarifying the client's vision, focusing their efforts on impactful customer interactions, and establishing a foundation for continuous innovation and success.

Our expertise in adapting businesses to meet modern market demands underscores our commitment to delivering substantial and sustainable results for our clients.

Services Utilized: Innovative POC (Proof of Concept) Design and Execution, Measurement Strategy, Customer Persona Creation and Journey Mapping, Designing New Business Offerings and Concepts

Client Challenge

Our client, one of the largest real estate brokerages globally, aimed to enhance their technological offerings for agents and brokers. Despite the introduction of exciting new tech features, they faced significant hurdles with adoption rates.

The primary issue was a lack of understanding among users about the technology's practical application, exacerbated by the company’s heavy focus on continuous technological development without adequate attention to user adoption.

Our Solution

Recognizing the need to demonstrate value swiftly, we employed our Customer Experience (CX) expertise to deeply understand the agents' and brokers' needs, challenges, and crucial interactions with the technology.

We discovered that the agents were not only overwhelmed about the number of technological offerings but lacked practical, relevant information on using these tools effectively in real-world scenarios.

To address this, we initially targeted a highly engaged segment—new agents—to pilot our solution, ensuring rapid testing and feedback.

Successful Outcome

Our proof of concept included organizing and executing A/B testing, which demonstrated that agents engaging with our tailored solution were 4X more likely to adopt the technology.

Encouraged by these results, the company scaled our program to become a permanent offering for all new agents. Further iterations are being developed to capture the interest and meet the needs of existing agents and brokers.

This approach not only boosted technology adoption rates but also affirmed the brokerage's commitment to empowering their workforce with practical, usable tech solutions.

Our ability to align technology with user needs effectively and our commitment to enhancing real estate professionals' efficiency and satisfaction led to tangible results and a lasting impact.