Case Studies

Benefit from the knowledge we’ve accumulated over 30+ years working with Australia’s best known customer-facing sales and service organisations.

Brita Frost 9/25/20 Brita Frost 9/25/20

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.

Imogen Wood 5/25/20 Imogen Wood 5/25/20

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.

Imogen Wood 5/22/20 Imogen Wood 5/22/20

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.

Imogen Wood 5/19/20 Imogen Wood 5/19/20

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.

September 2020
- Sep 25, 2020 First-class behavioural change program yields results Sep 25, 2020
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