Client Challenges
Our client sought to improve customer experience outcomes by standardizing the behaviours of front-line employees.
Implemented Solutions
An in-depth analysis of NPS results and the mystery shopper program identified significant gaps between teams. They also highlighted the importance of human connection with customers in the ability to anticipate their needs.
Meetings with front-line employees also revealed dissatisfaction with CX measurement systems, training, and compensation. Based on these findings, a change program was implemented, including CX measurement, the customer conversation model, quality assurance, training and coaching, as well as compensation.

Developed in co-creation with front-line employees, the changes were launched by leaders from different sites during an engaging and inspiring event for all teams.
Results
By focusing on human contact and proactivity in customer conversations, the organization sustainably improved customer experience outcomes across all sites, far exceeding the initial targets.
By Guillaume Delroeux
Guillaume is the President and leader of customer experience practices at Promethee Consultants, helping organizations with contact centres make the most of their technologies to maximize their impact and create legendary customer experiences.