BUSINESS mobility provider Alphabet (GB) has received Silver in the 2025 Brandon Hall Group HCM Excellence Awards for its immersive customer-driven training programme.
The awards recognise achievements in various areas of human capital management, including learning and development, talent management and leadership development.
Awards are judged on the innovation, design and creativity that help to drive positive customer outcomes across a range of industries, including leasing and fleet management.
Launched in June 2024, Alphabet’s customer-driven training was highly commended in the category ‘Best Unique or Innovative Learning and Development Program’, which reinforces the company’s dedication to attaining the highest standards.
Alphabet’s programme – developed in partnership with talent transformation consultancy, GP Strategies – comprises a mix of a digital curriculum and in-person workshops, which were independently assessed against five key performance indicators. These ensure that the training aligns with business objectives and offers qualitative benefits for learners to enhance their knowledge and impact their behaviours.
Stuart Corby, Customer Training Manager for Alphabet (GB) and BMW Financial Services (GB), said: “Our customer-driven training emphasises that everyone has a customer, and it’s crucial to view situations from their perspective.
“We used virtual reality to present real-life scenarios and collaborated with colleagues across the business to generate engaging training sessions. Beyond just training, we empower our team members to question their behaviours, challenge the status quo, and foster idea generation.
“By thinking more about the customer and changing our behaviours, we’re more open to changing habits and challenging processes. If something can be improved, and there’s a more customer-focused way of doing it, then we want our team members to be empowered to make the change.”
Since Alphabet has introduced the training programme, it’s seen improvements in how customer interactions take place. More team members have come forward with ideas about how to add even greater value to support the customer journey while improving their own efficiencies.
