Transforming stakeholder relationships: from transactional to proactive
A government enterprise recognised a need for People & Culture (P&C) to build more strategic and value-adding relationships internally and externally. They wanted to empower P&C’s Learning & Development (L&D) team to change how they supported the broader business, strategically developing the team to shift from reactive and transactional to proactive and value-adding. GRIST developed the Consulting Skills program to meet this need.
Speaking one language: a culture shift at BankVic yields impressive results
BankVic was seeking an innovative program to enhance their member experience and improve their member lending conversations. They were also looking to increase the consistency and quality of their coaching and people development.
Building leaders of the future at VicRoads
VicRoads wanted a program to build leaders of the future who could grow in their organisation, deliver the best service for their customers, and demonstrate consistent excellence and performance across the business.
Purposeful experimentation resulted in $951M of Funds Under Management for this Super Fund
A Major Australian Super Fund engaged GRIST to help them move away from transactional service conversations and toward more proactive value-adding conversations within their member services contact centre.
First-class behavioural change program yields results
Three years ago Energy Australia set a goal to become one of Australia’s top 5 contact centres. In June, they outranked 60 contact centres to be named the #1 Australian Sales Contact Centre 2020.
The missing piece of the puzzle
Achieving buy-in from teams suffering “change fatigue” is hard work. This organisation embedded GRIST’s micro-behaviour approach, making it their own and achieving extraordinary results. Leaders now coach their people more effectively, and empowered teams are having higher-quality conversations with customers.
nib: The Journey to #1
How an ambitious goal to be Australia’s #1 sales contact centre increased engagement among nib’s people and improved sales.
Back on track
Delivering consistently high-quality customer experiences at scale is no easy feat. While those who work in customer-facing roles genuinely want to help people, day-to-day demands can nudge teams off target.
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August 2024
- Aug 20, 2024 Transforming stakeholder relationships: from transactional to proactive Aug 20, 2024
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April 2024
- Apr 17, 2024 Speaking one language: a culture shift at BankVic yields impressive results Apr 17, 2024
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September 2023
- Sep 6, 2023 Building leaders of the future at VicRoads Sep 6, 2023
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December 2022
- Dec 21, 2022 Purposeful experimentation resulted in $951M of Funds Under Management for this Super Fund Dec 21, 2022
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September 2020
- Sep 25, 2020 First-class behavioural change program yields results Sep 25, 2020
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May 2020
- May 25, 2020 The missing piece of the puzzle May 25, 2020
- May 22, 2020 nib: The Journey to #1 May 22, 2020
- May 19, 2020 Back on track May 19, 2020