Results Story: Designed and delivered leadership training program for Global Communications Corporation
Customer: Global Comms Corporation
Starting Point & Challenge
Leading Global Communications Corporation aimed to embed customer-centricity as a key leadership principle within its Leadership Development Program.
Leaders needed a clearer understanding of customer experience (CX) fundamentals, measurement frameworks, and the strategic impact of customer loyalty.
A structured, interactive training program was required to equip participants with actionable insights and best practices.
Targeted support provided to design and deliver a tailored leadership training program included the following deliverables:
CX Fundamentals & Best Practices
Developed and delivered a structured curriculum covering key CX concepts, measurement frameworks (e.g., NPS, Earned Growth), and the strategic value of customer loyalty.
Interactive Virtual Training Sessions
Led several virtual sessions for leadership participants, combining keynote-style lectures with interactive discussions.
Industry & Thought Leadership Integration
Featured insights from Fred Reichheld, creator of NPS, on winning through customer-centricity.
Moderated Executive Conversations
Facilitated discussions between CX leaders and participants to share real-world experiences and challenges.
Flexible Training
Approach
Allowed for additional sessions or co-presented discussions with external experts, tailored to evolving program needs.
Knowledge
Sustainability
Enabled client to record and reuse the training content internally for up to two years.
Results Achieved
Short-Term (3-6 months)
Successfully conducted high-impact virtual training sessions with interactive Q&A and executive discussions.
Equipped leadership participants with a shared understanding of customer-centricity and its direct link to business success.
Mid-Term (6-12 months)
Strengthened CX alignment across leadership, embedding customer-focused principles into decision-making.
Expanded training opportunities through on-demand recorded sessions, ensuring accessibility and reinforcement.
Long-Term (12+ months)
Leadership engagement in customer-centric initiatives increased, driving cultural change at multiple organizational levels.
CX principles integrated into client’s broader leadership development framework, ensuring lasting impact.