This leading provider of English language education and exams faced challenges in delivering consistent customer experiences across diverse regions. With a vast student base spanning 74 countries, they needed to enhance their CX strategy and align it with digital transformation efforts.
Our Approach
Our consultants embarked on a comprehensive 2-year change program:
-
Data Analysis and Benchmarking: We began by analysing extensive customer feedback data from students across various courses, age groups, and geographies. We benchmarked existing operations against industry standards.
-
Operational Site Review: In-depth site reviews were conducted in 10 representative countries to map existing customer journeys. This validated findings from the data analysis phase.
-
Ideation and Operating Model Scoping: Our team collaborated with global business unit leaders to explore operating model options. Assumptions were stress-tested, optimized, and tailored to local markets.
-
Detailed Implementation Plan: Once an agreed-upon model was approved, we developed a detailed implementation plan and built a robust business case.
-
Agile Pilot Approach: We launched a pilot to test outcomes against the business case. An agile customer lab pilot fine-tuned the solution iteratively.
Results
- The transformed operating model is now fully rolled out, delivering improved customer experiences globally.
- The organization’s CX strategy is aligned with digital transformation, benefiting over 400,000 students across 5 regions.
