Our Cultural Excellence work helps executives to determine the culture they require to fulfill their strategy and growth targets and to execute a plan to build this culture. Our process starts with an in-depth diagnostic of the current culture, as well as the relationship between culture, business performance, and leaders' behavior. A Culture Development Plan provides the road map to close the gap between current and required culture; we offer support in implementing this plan.

“In customer service at 3 Mobile, one of our key areas of focus is to resolve the customer's issue on their first call to us. Prior to introducing the concept of Player/Victim to our contact centre employees in India, this was measured at 55 percent. Within twelve weeks of running the cultural workshops in Mumbai with Axialent, this has increased to 70 percent and is still improving. This has been the single biggest impact we have seen on any of our service measurements.”

Michael Young, CTO,
Hutchison Telecom Australia