Find out more about our commercial impact on client’s business
AGL, the biggest energy company in Australia, wanted to improve customer experience, reduce complaints and lower call volumes by embedding empathy into the frontline, moving beyond scripts to build genuine human connection.
We trained 360 agents and 30 leaders across Melbourne and Adelaide and delivered a full empathy training programme. Â This included pilot sessions, pre-training workshops, and a 14-day rollout. This included role play, call listening, Tone of Voice training, and a dedicated stream for team leaders.
A leading UK high street bank wanted to transform how it communicated with customers, Â especially during sensitive situations like missed payments, account issues, or for vulnerable customers. Too many letters seemed impersonal, leaving customers feeling like numbers rather than people.
We rewrote over 100 customer letters to bring empathy, clarity, and care into every interaction— ensuring even the most challenging messages offered support, not stress.
OVO Energy wanted to bring real empathy into every part of the customer experience, from offshore call centres to billing communications. The challenge was to support customers through change, especially around payment plans, while building lasting trust.
We designed and delivered a full empathy programme, including call listening, an empathy recognition system, an empathy in QA and a tailored training in OVO’s offshore contact centre in Durban, South Africa. We also created a dedicated programme for team leaders to sustain the culture shift and embed empathy into daily coaching.
Lexus, the luxury car maker, wanted to reimagine the luxury car buying experience by putting empathy at the heart of every customer interaction—especially for female customers, who often felt excluded in traditional car showrooms.
We created a bespoke leadership programme for Lexus dealers, helping senior staff embed empathy into how they lead, sell, and serve. This included reshaping sales techniques, refreshing uniforms, redesigning showroom signage, and rethinking the overall customer journey—ensuring women felt seen, respected, and welcomed.
A European bank wanted to improve customer outcomes in high-stake areas such as Fraud and Premier; embedding empathy into customer conversations, moving beyond scripts to build real human connection.
We piloted empathy training with customer facing teams and leaders in Glasgow. This included  workshops, role play, live call listening, and delivering a new coaching framework laying the groundwork to deliver empathy-at-scale.
