Challenge
We were asked to design a training solution to help motivate and train AT&T Partner Exchange teams on the new "Our Promise" customer experience program, its pillars, and its behaviors.
Solution
First, we identified the team's specific customer experience challenges and concerns by interviewing individuals from the various roles of the organization. Second, we designed a digital platform to organize the content for easy access and application. Finally, we delivered one-hour in-person workshops which included a leadership video, a group activity, and questions to encourage discussions and reflections.
Results
The training met its objective of inspiring teams to apply the behaviors and pillars of the new customer experience program. The solution improved quarterly Net Promoter Scores (NPS) for the organization by 13 points.