Context
A regional operation spanning telecom and retail required a practical CX enhancement program that would strengthen customer-facing behaviors, leadership capability, and internal readiness for future AI-enabled service transformation.
What was needed
CX strategy that did not stop at a slide deck — capability built into the teams who would deliver it, leadership aligned on the operating discipline, and a technology pathway that the organisation could actually execute.
How the engagement ran (6 phases)
- CX ambition alignment. Aligned leadership on CX priorities, customer expectations, service outcomes, and transformation objectives.
- Current-state understanding. Reviewed customer-facing practices, service behaviors, team challenges, and capability gaps affecting CX delivery.
- Training design. Designed customised learning journeys focused on CX behaviors, communication, ownership, leadership effectiveness, and service consistency.
- Training delivery and activation. Delivered interactive sessions to build practical capability, reinforce desired behaviors, and support immediate workplace application.
- AI enablement and partner coordination. Managed the Kore.ai AI enablement track, coordinating commercial, solution, and stakeholder requirements.
- Implementation readiness and oversight. Oversaw implementation partner evaluation and shaped the pathway for AI-enabled CX execution.
What was delivered
CX roadmap, customised training design and delivery, leadership capability uplift, and an AI implementation pathway with Kore.ai positioned as the technology partner.
Result
The engagement connected human capability, service behaviors, operational priorities, and technology enablement into one coherent transformation plan. The organisation moved from CX ambition to a practical, sequenced roadmap with internal capability to execute it.