13% Improvement In Behaviors Helped This Telecom Giant Break Free From Transactional Retail Patterns

To address low NPS, high customer churn, and a lack of leadership engagement, Wilson Learning partnered with the organization to design a scalable, sustainable development strategy focused on elevating customer experience and workforce performance.

The engagement began with a comprehensive Needs Analysis to assess the current state, identify root causes, and define skill and leadership gaps. This led to the creation of a Curriculum Blueprint outlining career-aligned learning paths, clear development milestones, and long-term sustainment strategies.

Key components of the solution included:

• Learning Journey: A structured learning journey—from onboarding to mastery—covering core sales methodology, field reinforcement, service excellence, and advanced skills development.
• Customized Coaching Program: Designed to build leadership accountability and support real-time performance improvement.
• Train-the-Trainer Implementation: Enabled internal scalability and long-term ownership.
• Content Optimization: Leveraged a blend of existing and custom-developed content for rapid, targeted deployment.

The approach aligned with broader organizational goals to invest in people, evolve the workforce, and retain top talent. A custom impact evaluation framework was built to measure behavior change, proficiency growth, and tangible business results, ensuring the solution drove lasting value at every level.