Our client has been rated as one of the world’s top 20 training outsourcing provider for over 5 years in a row. They have been working with companies around to globe to improve business performance by crafting phenomenal learning journeys for employees that include classroom learning, eLearning courses, gamification, assessments, and several other training modalities. Founded 20 years ago, this learning company has grown to over 1,000 happy employees, spread across three continents.
Significant year-after-year business growth started to exert pressure on our client’s experience delivery system.
The leadership was not feeling comfortable with the organization’s readiness to scale in order to meet market demand, while sustaining the service quality currently provided to their clients.
Various stakeholders involved in the organization who were not client-facing did not have an appreciation to their role in the customer journey.
Next-generation schematic illustrating key activities, actors and pain points across different domains of the end-to-end service delivery system, along with a preliminary set of proposed solutions
3×3 matrix with key improvement initiatives prioritized based on a combination of Key Performance Indicators (KPIs) and complexity of implementation (combination of multiple attributes)
Action radar illustrating improvement initiatives, classified based on complexity and impact. The plan showcased the initiatives assigned to each business leader, along with draft timelines, implementation details, and internal/external dependencies
Compunnel Digital’s combination of high-touch facilitation sessions, remote training, pre-designed input/output templates, and a robust project management approach led to measurable improvements.