CX CULTURE & MINDSET
BACKGROUND
- To enhance CX, the world’s largest search engine company decided to create in-house call centres in the Philippines & India. This entailed transitioning existing BPO staff into the in-house operations.
- Transitioning staff with their ‘BPO’ culture from outsourced programs created significant CX and workplace integration risks.
APPROACH
- We designed and implemented a program to anchor leader mindset & culture on CX based on the clients values and goals.
- Following a leadership development program, operational leaders then rolled-out this program to all frontline staff under our guidance.
OUTCOMES
- The workshops enabled the client to accelerate the shift from a BPO culture to a CX culture based on their internal values and goals.
LESSONS
- Unleash brilliance – focus on shifting leadership teams to being consciously competent about the behaviours that underpin success.
- Anchor actions on core values – build explicit agreements regarding leadership behaviours including do’s & don’ts.
