Outstanding experiences don't happen by accident; they're designed.
Thinking for CX leaders who want to drive customer-led change
Organisations don't always have a systematic process to create ongoing experiences that customers truly value. This collection of articles answers real business challenges that leaders face and provides solutions on how to create meaningful experiences where everyone wins.
How to Reduce Employee Attrition: 4 Strategic Steps to Transform Workplace Culture in 2025
The uncomfortable truth about employee retention:
Free breakfasts and pool tables won't fix your attrition problem.
We worked with an energy company losing staff daily. Call center employees had to navigate 10 different systems per customer call, plus hit 30 quality checkpoints.
Result? Frustrated employees, angry customers, massive turnover.
Our solution: ✅ Consolidated 10 systems into 1 ✅ Reduced 30 checkpoints to 5 core behaviors ✅ Mapped employee day-in-the-life journeys ✅ Designed progression pathways
The transformation? Employees could actually help customers instead of fighting systems.
Employee experience isn't about perks—it's about removing barriers to meaningful work.
4 steps to transform your workplace culture: