Lloyds Register | The PROPEL Experience

Transport
Customer Experience
2000+
+48 | +46
81%
colleagues across 20 countries in multiple languages
NPS for In-Person Events and Virtual Events
attendees strongly felt they could practically apply the skills

The Challenge

With a global reputation for technical expertise, Lloyds Register (LR) is the leading provider for advisory services in maritime. With an increasingly challenging market, LR wanted skills to enhance their competitive edge. Having seen Solvd’s approach to behavioural change, LR’s set a simple goal: upskill their global surveyor population to be trusted advisors.

How we Solvd it

We created Propel Experience. A one-day in-person & virtual immersive experience. Drama-based ‘client conversations’ sparked lively debate. An interactive card game allowed people to explore common client dillemas. Digital and physical assets enabled participants to take their reflections into their role.

Developing customer experience skills globally

‍

Insight was gathered with the people who do the job to understand what great customer service looks like.

Pain points, barriers and motivators were key levers to changing behaviour across countries, cultures and functions.

Virtual and in-person versions of The PROPEL Experience allowed us to flex and meet people where they were.

The creation of a multilingual global delivery team inc UK, China, and South Korea was key to scalability and success.

Immersive live drama, using film and live coaching, brings participants worlds to life in new ways.

Actor coaches challenge participants to try, fail, try again and succeed in a safe environment, before trying it for real.

Download full case study

Solvd delivered an engaging learning experience that was absolutely critical for our colleagues in terms of fulfilling their development requirements.

Sharron Pamplin
Chief People Officer, Lloyd's Register

Talk to us about creating a customer focused global workforce

Download the case study and get the full details, from insight to impact.

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