Audience

• Customer Centricity – 9,000 employees from Senior Leaders to Frontline Agents, across 54 countries
• Leadership Development – 700 front-line leaders from around the globe

Engagements across our partnership

• Drive a more customer-centric culture where the customer experience is forefront in the minds of all employees and everyone is empowered to improve it
• Customer Leadership Development programme to activate the newly created values and leadership norms across the supervisor population

What Eagles Flight delivered

• 100% customised, leader-led programme designed to drive a mindset shift across the entire organisation and enable all employees to filter their daily transactions through the lens of the customer
• Co-created leadership development programme that blended live, live online and digital learning

Results

• Quantifiable increase in customer satisfaction scores
• Substantial improvements in leadership multi-rater scores and annual reviews and activation of the values within the organisation