The brief was to develop a programme to enable staff to engage in the new company value, thereby ensuring a higher and more consistent quality of service.

The solution?

Deliver insights to deepen understanding of the working environment in order to facilitate change. Using research interviews VerbatimPlayback™ actors represented the voice of staff to leaders as if engaged in two-way conversations. The VerbatimPlayback™ process proved to be a dramatically compelling solution in helping to gain access to information allowing a improved customer experience as a direct consequence of gaining a better understanding of staff experiences.

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