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2 min read

Driving customer-centricity through omnichannel training simulations

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Becky Deo

Director of Client Services

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Overview

We delivered an innovative training simulation workshop in Paris, designed to educate and empower sixty General Managers in adopting the company’s omnichannel strategy. This in-person experience marked a significant shift in how leadership training can be executed at scale, leveraging immersive learning techniques to drive real behavioural change.

Objective

The primary goal of the simulation was to equip General Managers with the knowledge and skills needed to inspire and motivate their Brand and In-Field teams. By embedding the company’s omnichannel strategy within an engaging and interactive experience, the training aimed to ensure seamless adoption and implementation of the developed framework across global markets.

Approach

To create an impactful learning experience, we engaged with a diverse range of stakeholders, including an affiliate team that had successfully implemented the strategy with measurable results. This collaborative approach ensured the training was grounded in real-world success stories and best practices.

Key elements of the simulation included:

  • Leadership videos: Provided strategic context and alignment with the company’s broader vision.
  • Avatar guide: A Business Unit Director was transformed into a digital avatar, serving as a guide throughout the training, enhancing engagement and relatability.
  • Interactive exercises: Participants tackled practical challenges that mirrored real-life business scenarios, fostering deep discussions and collaborative problem-solving.

Results and impact

Client feedback

"The session exceeded expectations, achieving unprecedented levels of engagement and interaction among the sixty General Managers. We have never seen this group collaborate so effectively."

The training has since expanded to reach over 1,000 team members, receiving a 95% approval rating. It is now recognised as one of the most successful change management initiatives we have rolled out.”

Next steps

Building on this success, we are now developing therapy area and brand-specific simulations to further support the company’s omnichannel framework training and awareness initiatives. This next phase will continue to drive behaviour change at scale, ensuring that teams worldwide remain aligned with the company’s strategic goals.