What Experience Has Taught Us
- Most of our clients in these industries face challenges of scale. The solutions that we design may be rolled out both domestically and internationally. Even when the content is the same for these audiences, the context rarely is. We strive to support scalable growth with learning solutions that are both scalable and relevant to diverse learner audiences.
- In very large organizations, it’s important to engage learners not only in the learning content but in the overall narrative of the organization. To be motivated, learners need to see the big picture to contextualize the role they play individually and as a team. We can help to craft an organizational story that can reinforced across each LX journey.
- The learning tech ecosystem for companies in these industries is often complex without sufficient or enabling integration. Learner data can be siloed and analytics can be difficult to curate. We have experience in troubleshooting such environments and providing workable solutions that optimize the learner experience while providing actionable insight to the organization.
Case Study
Delta Air Lines
We have worked with several prominent clients in travel and transportation to help their employees build skills. With Delta Air Lines, we have developed several award-winning programs for the organization’s needs from onboarding to operations.
Creating LX Journeys in Travel and Transportation
The most productive employees in the travel industry possess the skills and experience to adapt to constantly evolving products, processes, and protocols. We have worked with clients to develop engaging and flexible training courses that cover everything from onboarding to compliance. These programs help employees gain the essential skills and confidence they need to excel in their roles from day one.
Travel Industry Needs
From flight attendants to airline maintenance workers, employees in the travel industry need training to help them serve customers effectively, comply with travel regulations, and accommodate various cultural and language needs. However, every company has its own specific requirements, and we customize our learning programs to address the learning outcomes and performance gaps they are looking to address.
Organizational Needs
- Quality customer experiences to build loyalty and promote the brand
- Agile response and resilience when faced with market volatility or disruption by weather, political unrest, or matters of public health
- Capabilities in digital tech and data analytics to keep pace with ongoing automation and digital transformation
- A culture of safety and compliance to protect employees and customers and build public trust
Learning Needs
- Interpersonal skills training combined with brand training that provides both the how and the why
- Onboarding training for geographically dispersed teams with a focus on critical thinking and decision-making for all roles
- Procedural and operational training that enables scalability and continuous improvement
- Compliance learning journeys that integrate training with on-the-job behavior change
Industry-Specific Solutions
Employees in the travel and transportation industry often work irregular hours or from diverse locations. Training should therefore be flexible enough to accommodate employees’ busy schedules. In addition, the content needs to be relatable and adaptable for participants. This can be accomplished through detailed scenarios that provide practical experience in customer service and other employee tasks.
Learning Solutions
- Model scenarios that demonstrate customer engagement and provide first-person practice
- Cascading situational simulations in which multiple variables are at play to solicit critical thinking and analysis
- Technical sims of critical apps and interdependent ops systems
- Microlearning tutorials to accommodate busy schedules and remote employees
Measurable Outcomes
- Improved NPS and customer satisfaction rankings for call center agents
- Increased operational efficiency with fewer flight delays
- Enhanced safety and compliance with a reduction in accidents and injuries
- Increased employee engagement and retention that reduces workforce costs and improved the customer experience
