Telenet Business

Amazing Customer Experience (ACE)

Amazing Customer Experience (ACE)

How do you change the product-oriented mindset of 600 employees to a client-oriented mindset? That was – in a nutshell – the challenge Telenet Business was facing.

Telenet’s request was very broad: “Come up with something that’ll motivate and inspire our Business employees to make customer experience a focal point in their work. They need to understand our ACE-approach and be able to relay this to the customer.”

Together TinQwise and Telenet developed a blended learning solution. Telenet was responsible for delivering the offline components and TinQwise for the digital learning aspects. All of that was put together in one comprehensive concept.

Just ACE it!

And so, in 2017, TinQwise and Telenet launched the change journey “Just ACE it”. A journey for every Telenet Business employee. We chose an Olympic metaphor as our core concept. We felt this aligned nicely with the Telenet employees’ preference for games and working together to reach a goal. 

Participant’s role

During the first year of the change journey our goal was to create necessary awareness around ACE. With each new “qualifier” each participant’s understanding of the “amazing customer journey” increased and they became more and more aware of their role in the journey. By launching a roadshow, a personalised ACE-profile, an ACEtafette, inspiring videos, crazy awards and an impressive final event, to name but a few, we more than succeeded in our goal. And the numbers don’t lie: 70% of employees said they noticed a noticeable difference in the company culture.

Participant’s role

Blended

Thanks to frequent online and offline interventions, employees were regularly reminded of the importance of “ACE”. Telenet rolled out numerous offline interventions and TinQwise developed 8 “Qualifiers”. In addition to these planned actions, employees themselves worked out new ideas. Talk about social learning!

Blended

New learning journey

In 2017 the emphasis was on creating awareness, in 2018, however, we wanted to support employees even more concretely in taking on ACE-initiatives for customers. In order to do this, the new learning journey was developed around the customer “key journeys” under the form of 7 corresponding “qualifiers”. In these we explained every step of the customer journey clearly and concretely.

By using challenges, the learning experience became less individual, but instead more focused on team learning. From a technical perspective, things became a little more complex, but despite the added complexity the core idea of a standalone system was honoured. The new conceptual approach came with a new look and feel, which in turn renewed the attention and focus of participants.

New learning journey

These TinQers have worked on this learning tool