Creating Excellence: ICICI Lombard’s Blended Customer-Centric Transformation (2024 Case Study)
- Brandon Hall Group
- Learning and Development, Talent Management
Creating Excellence: ICICI Lombard’s Blended Customer-Centric Transformation (2024 Case Study)
ICICI Lombard partnered with Chrysalis HRD to develop a comprehensive blended learning program focused on customer centricity for their Service Quality Managers (SQMs).
The “Customer Centricity and You” program combined face-to-face workshops, online assessments, and digital nudges to enhance customer service skills. The program featured three key modules: verbal etiquette, written etiquette, and engagement etiquette.
Through interactive activities and practical scenarios, participants improved their communication, empathy, and problem-solving abilities. The initiative resulted in an 8% performance improvement in assessment scores and received a 4.8/5 satisfaction rating from participants.
ICICI Lombard and Chrysalis HRD earned a Gold award for Best Use of a Blended Learning Program in the 2024 Brandon Hall Group™ HCM Excellence Awards.®
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