Our Customer Connection

The Our Customer Connection project was Australia’s largest cultural change initiative, designed to shift mindsets, drive advocacy, and embed customer centricity across all roles. Empowering 10,000 leaders with communication tools, the program boosted customer-centricity by 81%, with CEO-led commitment reinforcing its importance.

Custom-designed by Be Learning, the program included two-day workshops for 100 leaders per session, delivered across 97 dynamic sessions in Australia and the Philippines. Using film, theatre, and digital tools, leaders engaged with personalised action plans and content via tablets and an online portal. Delivered by 45 facilitators over five months, the initiative successfully fostered lasting behavioural change and a culture of collaboration and customer obsession.

Outcomes

Promoters

81% increase in promoters measured by Employee Net Promoter Score (eNPS) following the program.

Detractors

86% decrease in detractors measured by Employee Net Promoter Score (eNPS) following the program.

Sales & Profits

Increased sales and profits have been linked to the program, based on anecdotal evidence from various Business Units.

Ongoing Collaboration

Ongoing collaboration with the client across multiple projects focusing on shifting mindset and behaviours from task-based performance to interaction optimisation.

Feedback

"It has been an amazing 12 months and a wonderful program. BE has been a great partner and we have appreciated the personal and professional support you have provided. Thank you for alI your support ... it has been a very significant event in the history of Telstra.”

"Facilitator was very engaging and able to share very practical and effective tools and skill sets that I can use in my daily handling of customers."