Client success stories
NEWS!
Following the customer service learning program I designed and delivered with The Bridge International…
Teacher’s Health wins 2025 Auscontact NSW Customer Experience Initiative of the Year: Workforce Transformation
The workforce transformation initiative from Teachers Health set an ambitious goal: to transform both the contact centre and workforce through strategic uplift, while deliberately enhancing the customer and employee experience. With a focus on sustainable practices and driving performance, Teachers Health stayed true to its key pillars - its people, its members and its service outcomes. Guided by its values of being adventurous and embracing a “give it a go” mindset, the team delivered a program that balanced innovation with practical results, creating lasting impact across the business.
>80%
satisfaction
An Employment Services organisation facing major contract change, and no national L&D function
Role: Formed and led a national team to scope, create and deliver change & development programs for business transformation for over 1100 staff.
Outcome: Over 80% of respondents stated that the support encouraged them to stay with the organisation through the difficult change period.
Services: Change leadership, practical learning design.
400k
audience
A public sector organisation needing to educate and train entire sector on ethics and corruption
Role: Research needs across sector, design updated learning approach and materials to meet needs.
Outcome: Designed and delivered learning program for entire NSW public sector (over 400,000 people) integrating ethics and corruption with each entity’s Code of Conduct.
Services: Practical learning design. Delivery and facilitation.
26%
reduction
Banking Group lagging the competition in moving to customer-service model for tellers
Role: Part of small team that led massive culture and behaviour change for bank tellers to move from behind the counter to providing customer service in front of house.
Outcome: Reduced over the counter deposits by 26% in 18 months, leading to broad adoption by the Group.
Services: Change leadership, learning design and delivery.
70k
customers
Financial services provider needing to quickly meet regulatory needs for large customer base
Role: Led learning and change for project.
Outcome: Successfully delivered internal and external learning and change for campaign to help over 70,000 customers meet Customer Due Diligence requirements within limited timeframe.
Services: Learning design and delivery.
92%
effective
Insurance business faced with major contract change and great uncertainty
Role: Led national learning team, prepared workers’ compensation business for largest change in legislation, scope and role in over 25 years
Outcome: 92% of ~450 respondents agreed that the support effectively ‘prepared me to work in the new environment’.
Services: Change management and leadership, learning design.