Implementation

Learning Design & Delivery

Improving frontline capability to deliver consistent and seamless customer experiences is a priority for many organisations.

However, complex learning environments, high staff attrition, and pressure to optimise investment in L&D, often remains a challenge.

An outside-in program that strategically focusses on uplifting both customer and employee experience is key. Blackdot’s holistic approach extends beyond technical proficiency to mindsets, behaviours and ways of working. We can help you build a dynamic learning culture by elevating and enabling frontline leaders, and adapt your program in line with data-driven customer and employee insights.

We can help you

Identify critical competencies

Determine the capabilities needed to deliver the desired customer experience and define a future state competency framework

Identify critical competencies

Design a compelling curriculum

Ensure your curriculum spans both behavioural and technical competencies, and deliver supporting content to accelerate learning

Design a compelling curriculum

Tailor a delivery approach

Deploy both face-to-face and digital programs suited to diverse learning types and contexts

Tailor a delivery approach

Track program effectiveness

Measure the success of capability initiatives through ongoing benchmarking, employee engagement surveys and informal feedback mechanisms

Track program effectiveness

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