Situation

We were asked to design a learning solution to familiarize AT&T Partner Exchange internal teams and employees to the Our Promise customer experience commitment.

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Solution

First, we identified the performance gaps and designed the customer experience content with the support of high-performers from the various roles of the organization. Second, we designed a digital platform to organize the content for easy access, consumption, and application in the workplace. Finally, we delivered a one-hour in-person session which included a video of their leadership, a group activity, and time for reflection based on their role and context.

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Value

The course met its objective of familiarizing teams to the pillars of the customer experience and sparking action in applying its behaviors within their unique roles. The training experience and knowledge platform improved quarterly NPS scores by 11 points.