Client Stories

Client need

Though poised as one of the fastest growing markets across the globe, the private banking industry in China is experiencing fiercer competition than ever. One of the four largest banks in China saw the glaring need to serve their clients better and drive stronger business results, as a major demographic they serve has developed more complicated needs, much beyond growth in assets.

The solution

The bank partnered with BTS to enhance its customer centricity, awareness, trust-building and time management. The solution was a fully customized two-day simulation that was:

• Contextualized according to the bank’s unique needs.
• Ensured accountability and follow up after the two-day program, allowing participants three months to finish three Go-Dos, and a coaching call with an expert on these Go-Dos.
• Consisted of two pilot sessions and eight roll-out sessions, covering 505 participants and 226 completed Go-Dos.

Results

• Increased client base by 126 total new logos
• An Asset Under Management increase of $134 USD
• Client testimonial: "One of the most impressive and impactful trainings I’ve ever had. I used one of the concepts to unearth a clients’ deeper need with a gain of $14.3m, and I’ve recommended this to the training head of my branch."

Client need

With 51% of employees reporting limited opportunities for growth, and 63% of leaders identifying as first-time managers, a global ride-hailing app identified the need to cultivate a coaching culture to drive growth.

The solution...

The company partnered with BTS to create a customized two-day coaching program that was highly contextual to fit teams’ specific needs.Following the two-day program, participants experienced one individual coaching session and three virtual small group coaching sessions, ensuring long-term behavior change and sustained learning.The program has been implemented in eight cities, reaching almost every continent. Over five months, more than 1,070 coaching sessions were completed, with more than 2,000 one-to-one coaching or small group hours.

Results

• 9.4 out of 10: the global average answering the question: “Would you recommend this program to a a colleague?”
• ‘One of the most impactful and well-rounded trainings I’ve had in my life.’
• ‘The content is absolutely stellar. I think about the concepts introduced EVERY DAY’

Client need

After collecting sentiment data, a B2B financial services company identified a need to address unconscious bias and establish a foundation of intentional diversity, inclusion, and belonging efforts within the company’s culture. While addressing these needs, the efforts also instilled interest and an appetite for creating a learning culture through innovative experiences. To achieve these goals, the company partnered with BTS to co-create a customized solution.

The solution...

• Approach: Coupled with BTS’ Diversity and Inclusion best practices of inclusive moments, behaviors, and thought research, six 90-minute interviews were conducted with the company’s employees to define and understand pivotal moments characteristic of inclusive, diverse behavior that fostered the desired culture.
• Tool: Through an iterative and collaborative design process workshopped with the company employees, a Diversity and Inclusion solution playbook was created that acted as a detailed action plan to support the culture shift.
• Experiences: Two and four-hour experiences that included moments-based workshops facilitated and cemented a shared understanding of unconscious bias, its impact on inclusion, and targeted mindsets.

After the success of the workshop, the organization expressed interest in delving into more learning solutions with BTS.

Results and Impact

• Speed: 12 weeks from discovery to delivery that included approximately 360 participants in four North American locations
• Breadth: Participants created a total of 323 unique on-the-job actions to activate an inclusive and diverse culture that fosters belonging
• Metrics: Increase metrics of engagement, inclusion and belonging

Client need

During these unprecedented times, the leadership team at a leading financial services firm was in need of a “jolt” to inspire them to consider whether or not their mindset was sufficient for the challenges that lay ahead - especially as some of these are accelerated by the pandemic. The firm partnered with BTS to prepare themselves for the future…

The solution...

The BTS Disrupt Experience is a repeatable and scalable technique organizations can use to craft thought experiments and provocative, but highly structured, discussions to help visualize the future we assume and how we might prepare for it today.Participants…

• Reflect on the future of their business by transporting themselves to a world of digital disruption. Specifically, they are “recruited and on-boarded” to a company which mirrors theirs, and immersed into a deeply customer-centric and innovative culture.
• Begin to think very differently about how to disrupt their industry by exploiting speed, digital technology, deep customer insights, and disciplined rule-breaking to outpace traditional players.
• Practice and internalize the “growth mindset” and related tools used by the fastest moving and most innovative companies in the world.

Results

• “This program is awesome. I’ve never seen this level of engagement from the executives… this experience is second to none.” – Lamont Young, Executive Vice President, Head of Digital, Citizens Financial Group, Inc
• “Thanks BTS, you changed our minds on digital. A great 3 days in the virtual realm.” - Senior Executive, Sage
• "The BTS team rose to the challenge in a way that created something great, something that did not exist, and something that made a difference, significant differences that helped align the company as we have never seen before." - Anonymous

Client need

As part of an initiative to involve hiring managers earlier in the hiring process and improve the overall quality of hire, a multinational healthcare company identified the need to develop hiring managers’ interview skills, bring awareness to unconscious biases, and improve their decision-making processes to reach a hiring decision.

The solution

• Approach: BTS developed an online, customized, and modular training curriculum and certification test for hiring managers across the company. This enabled an intuitive, engaging, and easy-to-access approach to interview training.
• Tool: Nine training modules were seamlessly integrated into the organization’s LMS system. The modules covered all aspects of the hiring process, including planning for interviews, asking behavioral questions, hiring fairly, and providing guidance on how to evaluate a candidate.
• Experience: Each module consisted of animated videos, on-screen text, and engaging activities to support learning and create an interactive training experience. “Knowledge checks” were interspersed throughout with a “certification” test at the end of the program, ensuring that participants could effectively apply their new skills. After the training, participants are able to refer to a resource library for additional learning and refresher material.
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Results and Impact

• Completion rate: Since its initial launch, 500 participants have completed the training andcertification test. Of that 500, 60% of the company’s Talent Acquisition team, for whom the training is mandatory, have completed it.
• Overall feedback: Feedback from the organization has been positive, demonstrating their commitment to all employees playing an active role in sourcing the best talent to positively impact the business.
• The training received a 4.7 star rating, based on 103 responses.

Testimonials

“This was one of the best e-learning “tests” I’ve had to complete, I appreciated that it was based on true application of concepts, not just regurgitation of information.”

“This should be compulsory for any leader before interviewing.”

“It was very good indeed. I liked the mix of training mediums; it made the course and assessment more engaging.”

Client need

The shutdown caused by the COVID-19 outbreak has left many companies unprepared to face uncertainty. During this time, a global professional services firm recognized a need to support its managers in leading their team virtually. In order to equip its leaders with these necessary skills, the company partnered with BTS.

The solution

A highly interactive 90-minute webinar to engage participants and support them through the challenges they are facing with their virtual team.The goal was to:

       
• Build virtual engagement
       
• Create a successful virtual strategy

Participants have the opportunity to:

       
• Learn tools and tips on how to lead a virtual team
       
• Share best practices and common pitfalls with peers
       
• Experience how to lead an engaging virtual meeting experience (yes, it is possible!)

Client feedback

       
• “I appreciated the method and the speed; it stimulates confrontation between the participants.”
       
• “Very practical and engaging.”
       
• “The breakout rooms and whiteboard are really effective."

Results

When asked how effective the session was in supporting participants to lead their teams virtually, 72% responded "Very effective," while 28% responded "Effective."

Client need

Seeking a more agile culture, a CPG company recognized the need to empower its people to become more customer centric and improve decision making. To achieve this vision, leaders needed to adopt a way of leading that was rooted in coaching.

“My team is thinking for themselves rather than me telling them”

The solution...

To bring this transformation to life, the organization partnered with BTS to create a program that:

• Ran virtually, enabling fast deployment across geographies.
• Allowed managers to receive a personalized approach, working in small six-person groups with a professional coach to explore and practice the application of ideas.
• Included four two-hour virtual sessions with practical ‘go-dos’ in between, which are on-the-job application challenges. These occurred over the course of three months.
• Covered topics including: building trust, inclusivity, adapting coaching style, asking powerful questions, creating a feedback culture and engaging in difficult conversations.

“Great facilitators, material is unique, course was great!”

Results

• 97% of participants said they changed due to the experience.
• 98% participants said they would recommend the experience.
• 34% increase in efficiency, 24% increase in quality and a 16% increase in leadership talent retention

Client need

A high-tech global manufacturing company set a new strategy, revolutionized their go-to market approach and went through a re-organization. Feeling uncertain and lacking confidence about their ability to lead the change in their BUs and functions, the organization’s leaders needed to become change ready while not always necessarily being able to be face-to-face with one another.

The solution...

The organization partnered with BTS to create a customized, digitally-enabled program that helped leaders to:

• Listen to customers, heightening their understanding of current and future needs.
• Debate the ‘right’ actions in a series of critical change leader moments allowing for alignment and identification of remaining areas of improvement.
• Translate strategy and values into BU and function value propositions, priorities and plans.
• Identify the pivotal shifts – teams identified the smallest possible shifts that would produce the greatest possible impact to reach their strategic goals and create their future culture.

Results

• Reached the top 80 global leaders across all functions.
• Generated 10+ big ideas to challenge the status quo.

C-Suite agreed to:

• Change the QBR process to be more forward-looking.
• Shift the balance for bonuses to include team contribution.
• Eliminate antiquated priorities and processes.

Client need

The CEO of a global oil and gas organization recognized that creating a performance culture was a critical component of the company’s three key pillars for accelerating growth. To improve their culture, the organization partnered with BTS to upskill their people, starting with feedback.

"I see feedback very differently now"

"I used it the next day"

"It works!"

The solution...

Results

7,000 people managers were ready and able to lead performance management change in their teams.

Client need

A large technology organization needed to improve collaboration throughout the company, a necessary challenge for growth. The company engaged BTS to create a program to help selected leaders see themselves differently, increase their personal influence and lead the new ways of working in the company.

"I know how to build trust."

"I can have the conversation I was avoiding."

"I have tools to use tomorrow."

The solution

• Disrupted the definition of trust and what leaders can do to build it Built empathy skills through practicing a new kind of listening, both virtually and in person.
• Shared specific tools and techniques to increase productive debate and help leaders engage and inspire teams
• Facilitated real conversations, which were possible to conduct virtually, balancing advocacy and inquiry.
• Provided real-time feedback to improve leaders’ impact in a difficult conversation they planned to have within the next week.

Results

100% of participating leaders would recommend the course to others.

Client need

A fast growing technology organization was rapidly increasing in complexity. Recognizing that their previously adept decision-making processes were slowing them down, they identified the need to make a shift. Senior leaders across the globe needed to be able to make smarter decisions that would have a greater impact on the business.

The solution...

The organization partnered with BTS to create a virtually-delivered solution that helped their people to:

• Prioritize the most business critical conversations senior leaders needed to make progress on.
• Practice rapidly identifying the right people to solve each challenge.
• Apply debate and dialogue best practices to create the conditions for higher-quality conversations and better decision-making.
• Learn how to increase the impact of their time together and individually as senior leaders.

Results

• Impacted decision-making for CEO and direct reports in multiple business units
• Resolution of 10+ problems and challenges that had been stalled.
• "I feel like I did real work today. This was a substantially different conversation."
• "We had to ask (The Executive team) to slow down afterwards, they moved much faster than we were ready for." – Head of Strategy

Client need

In lieu of a potential downturn, a Fortune 200 manufacturer of scientific instruments, reagents, software and services partnered with BTS to prepare their leaders with the tools, frameworks and a playbook to anticipate, respond and thrive through a recession.

"80% of my leaders in place were not running a business in the last recession""You gave us a lot to think about and I can see my team taking this very seriously""I will to reach out to other BUs now to work together on some of our plays"

The solution...

• Aligned leaders around the right signals and analytics to monitor their business unit, function and take proactive steps.
• Helped prioritize and sequence different “recession plays,” which were refined through multiple evaluations and vetted by company executives.
• Identified how to mitigate or manage risk by taking a hard look at their value chain, market dynamics, competitors, and customers to shift focus to higher priority opportunities.
• Energized leaders to take deliberate actions to leverage cross-BU strengths and get closer to customers by identifying unique elements of their value proposition, balance sheet, and product portfolio mix.

Results

• 300+ commitments shared
• 100% participants came up with “recession plays” they had not identified before

Client need

The CEO of a global oil and gas organization recognized that creating a performance culture was a critical component of the company’s three key pillars for accelerating growth. To improve their culture, the organization partnered with BTS to upskill their people, starting with feedback.

"I see feedback very differently now"

"I used it the next day"

"It works!"

The solution...

• Created virtual cohorts to interact and support each other as they tried out new mindsets and practiced new behaviors.
• Engaged people in self-assessment, reflection and authentic conversations at scale.
• Provided thought-provoking ideas on how to create psychological safety, catch people in the act of doing something right, and deliver candid and caring feedback.
• Balanced learning and doing by including practice during the session and ‘go-dos,’ actions to be implemented on-the-job, to practice specific great behaviors around feedback between sessions.

Results

7,000 people managers were ready and able to lead performance management change in their teams.

Client need

Amidst significant change in priorities, a leading media and telecommunications organization was challenged with how to scale its award-winning facilitated leadership program to reach a geographically dispersed pool of new leaders across the organization… on a significantly reduced budget.

The solution...

Through a highly collaborative and comprehensive design phase, BTS was able to re-design the entire learning experience by leveraging the following elements:

• Creating a series of self-paced learning modules, for pre- and post-workshop consumption that would large numbers and drive both knowledge acquisition and learning sustainment.
• Leveraging and digitizing existing in-house resources and assets to optimize costs and efficiency.
• Integrating all learning program elements within the organization’s learning ecosystem.

Results

Though facing dramatic cuts in their training budgets, the organization partnered with BTS to deliver a high-impact program – achieved by emphasizing digital learning (e.g., microlearning, virtual learning in groups, performance support). The company was able to stay within a reduced budget and still deliver a best-in-class leadership training program that reached the desired audience in an engaging and effective way.

Client need

A global organization needed to enable its sellers and marketers to...

• Effectively engage with executive decision makers across the customer organization.
• Demonstrate industry specialization and leadership with customers and partners.
• Possess a stronger understanding of the customer’s business model and industry market opportunities.

Solution

To effectively build the skills of its sellers and marketers, the organization partnered with BTS to co-create a customized digital industry solution to help participants to...

• Explore the executive customer mindset by identifying disruptions and trends confronting leaders within the industry, along with customer insights they can apply to the account plan.
• Engage executive decision makers by validating top business priorities and sharing informed insights to add value tied to the customer’s business outcomes.
• Demonstrate business value by quantifying the impact of the solution and sharing intended short and long-term results from the partnership with the customer.

Results

Program participants shared results such as...

“The truly positive thing about the course is that the industry perspective was baked throughout the course.”

“I was able to refine my account plan and think even more deeply about how to challenge healthcare providers with credible insights. Thank you!”

“I really liked the balance between learning something new and being able to apply the concepts right away.”

Client need

A leading financial services company needed to train 900 branch managers on foundational leadership skills, such as - setting goals and holding people accountable, providing corrective feedback and improving morale. The company’s goal was to boost productivity and reduce costly employee attrition.

The solution...

• BTS Rapid Learning combining six-minute single-concept micro-videos and leader-led coaching in a “micro-first cycle” approach.
• Senior leaders devised a group training initiative driven by micro-videos and their belief that learning must be revisited. They engaged in 16 three-week “cycles” over the year. Each cycle focused on a single desired behavior change.
• Meetings consisted of discussion, roleplay and performance feedback. Between meetings learners practiced the behaviors on the job and reported experiences in subsequent meetings.
• Participants supplemented their journey by accessing related BTS micro-videos in the flow of work.

Results

After one year the managers had achieved meaningful mindset shifts in 16 key performance areas and developed sustainable new habits. The company boosted employee retention by 25% on the teams involved in the training, versus 0% on other teams. The next year, the company repeated the program with 750 additional managers.

Client need

Committed to safely, reliably, and affordably providing clean electricity for the future, one of America’s largest electric utilities companies recognized the need to develop and retain top talent across a variety of roles and levels, specifically focusing on first level leaders.

The solution...

The organization partnered with BTS to create a nine-month leadership development journey that:

• Used a blended learning approach with simulations, assessments, and coaching to give aspiring leaders a realistic preview of leading and managing a team, no matter where these leaders were geographically located.
• Provided individual contributors with a virtual personal feedback coach detailing their strengths and development areas.
• Crafted a personal development plan by using data from assessments and coaching feedback with each participant.

Results

• 93% reported changes in their leadership capabilities.
• 68% increase in Leadership Quality and Sense of Well Being.
• 60% of participants placed into leadership positions within one year of the program.

Client need

A leading global pharmaceutical company launched several new products within a short span of time, which put high demands on the organization’s sales and marketing teams. The organization’s leadership team identified that its mid-level leaders needed to become more customer-centric to maximize their contributions to the business. Working on remote teams, leaders needed a solution that would allow them to experience the same program and bring them together despite their differing locations.

“I didn’t realize I was rescuing my people until after the course. Then a light bulb went on. Now I’m cognizant of opportunities to do a better job at handing things off and seeing what my team can do. I’m able to resist jumping in and taking care of it myself.”

The solution...

A full-day BTS simulation called Multipliers, based on Liz Wiseman’s groundbreaking book, Multipliers: How the Best Leaders Make Everyone Smarter, was delivered virtually:

• The simulation helped leaders understand how they were unnecessarily controlling and rescuing their people on projects, and demonstrated how to adopt the mindset and behaviors that would increase intelligence and unlock potential in their team members.
• After going through the virtual simulation, leaders were evaluated with a 360 assessment. Each sales leader received an individual report from the assessment.

The following year, the next cohort of sales leaders went through the same Multipliers experience.

Results

Participants reported:

• Their team members are more self-reliant and demonstrate stronger ownership and accountability.
• Less time is spent rescuing and they can concentrate more on important tasks.

Client need

A fast growing technology organization was rapidly increasing in complexity. Recognizing that their previously adept decision-making processes were slowing them down, they identified the need to make a shift. Senior leaders across the globe needed to be able to make smarter decisions that would have a greater impact on the business.

The solution...

The organization partnered with BTS to create a virtually-delivered solution that helped their people to:

• Prioritize the most business critical conversations senior leaders needed to make progress on.
• Practice rapidly identifying the right people to solve each challenge.
• Apply debate and dialogue best practices to create the conditions for higher-quality conversations and better decision-making.
• Learn how to increase the impact of their time together and individually as senior leaders.

Results

• Impacted decision-making for CEO and direct reports in multiple business units
• Resolution of 10+ problems and challenges that had been stalled.
• "I feel like I did real work today. This was a substantially different conversation."
• "We had to ask (The Executive team) to slow down afterwards, they moved much faster than we were ready for." – Head of Strategy

Client need

A multinational financial services corporation needed to ensure 40,000 of its leaders were engaged and aligned on leadership principles and ethical imperatives. Starting with a 2.5-hour virtual classroom event for its first 15,000 leaders, the firm recognized the need to accelerate the rollout to meet its timing objectives.

The solution...

The organization partnered with BTS to create a solution that:

• Used BTS’ Virtual Digital Event platform to deliver a compelling 90-minute interactive experience to audiences of 1,000 to 2,000 people at a time.
• Engaged leaders in a realistic, interactive case study in the form of an email exchange that raised ethics and leadership challenges. Leaders learned to identify ethical issues through a three-lens framework and proactive actions.
• Included a number of crowd-sourcing exercises via the digital platform in which leaders contributed ideas, developed plans to overcome action traps, and shared real-world examples. Participation rate was near 100%.
• Facilitated by c-suite executives via streaming video with the interactive exercises occurring side-by-side. Supported by a BTS operator, individual leaders joined using their PCs without the need for extra virtual classroom infrastructure.

Results

The organization reached the entire audience by their target date. In doing so, the bank met its regulatory requirement and executed on a key pillar of its strategy. Participating leaders shared many examples of how the content has been applicable to both work and personal life.

Senior executives received high ratings for the sessions and gained ‘leader as teacher’ experience.

Client need

A leading gas and electricity utilities company made its goal to become the utility provider of the future. In order to achieve this vision, the organization identified that it needed to develop its leaders to provide them with the critical skills for success. Facing the challenge of working on remote teams, the organization needed a solution that would touch all people despite their differing locations.

The solution

The company’s leaders experienced a virtually-delivered BTS Multipliers Simulation, based upon Liz Wiseman’s groundbreaking book, Multipliers: How the Best Leaders Make Everyone Smarter, which:

• Helped leaders delegate more tasks and projects, so they spent less time unnecessarily ‘rescuing’ their team members on projects.
• Taught leaders how to “multiply” the talent and intelligence of those around them, applying specific mindsets and behaviors to increase the productivity and abilities of others through capitalizing on their individual strengths from even remote distances.
• Allowed leaders to explore “Accidental Diminishers,” which are actions and words that, despite the best of intentions, lessen their team’s contributions.
• Created a risk-free environment for leaders to test out new behaviors without the consequences of experimenting on-the-job.

Results

• 97% strongly agree with the statement: “I learned something that I have been able to use at my job that helps me accomplish measurable results for which I am accountable.”
• "The simulation made me realize I was not giving my team enough credit to do the work that was expected. I have a new awareness of the strengths on my team." - Leader at the company

Client need

A leading international oil and gas company wanted to align its top 5,000 managers to its new leadership framework. The company wanted to ensure that its top 400 executives became “change leaders” by facilitating sessions for their people in the flow of work.

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The solution

‍The organization partnered with BTS to create a solution that:

• Leveraged BTS’ Digital Cascade Tool to craft an interactive digital meeting-in-a-box.
• Allowed senior leaders to facilitate sessions themselves easily, locally, virtually and effectively in an engaging way far more impactful than merely distributing a PDF or presenting a slide deck.
• Included a discussion on the case for change, exploration of pivotal leadership moments, self-assessment on the framework, and commitment to actions to be implemented on-the-job.
• Enabled the client to cascade the framework and rapidly drive behavior change while also harnessing data to gain insights from the global deployment to 5,000 managers within six months.

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Results

‍After a successful pilot phase, the organization expects to reach the top 5,000 leaders within 6 months.Based on the pilot results, participating leaders will enact tens of thousands of “go-dos,” actions tobe implemented on-the-job, in their daily work, to live the new culture.Following the early success, the company launched a similar initiative to cascade customer centricity to an even wider audience.

Client need

To transform their approach to performance management, a leading oil and gas organization identified that HR professionals would be critical for success. To make this shift, the organization needed to upskill its HR leaders and shift their roles within the business to become coaches.

The solution...

The organization partnered with BTS to create a customized experience that:

• Delivered learning virtually while maintaining the ability for leaders to discuss and role play new ideas
• Used common ‘go-dos,’ or action plans as practice for new mindsets and behaviors
• Supported leaders through 1:1 coaching to address the specific challenges of the shifting HR roles
• Fostered accountability through small group virtual meetings to share learnings and report what they had practiced on-the-job
• Engaged HR leaders as change owners, leading how their teams related to the business in a whole new way

Results

HR Leaders, Business Partners, and Team Leaders across the globe experienced the program, enabling performance management change.

• "Simple and yet so profound."
• "Practicing immediately was scary and critical."
• "Awesome!"

Client need

Facing a rapidly changing and highly competitive environment, a leading American financial services corporation knew that they needed to shift to become more agile and customer-centric to continueto succeed, shifting leadership behaviors from command and control to a more service-oriented “servant leadership” mindset.

The solution...

The organization partnered with BTS to:

• Build organizational agility, helping leaders lead and operate in “two worlds” as the company transformed from the old way to the new agile way, while also being remote from each other
• Create a “Leader Playbook,” which people at the company could use as a virtual tool whenever needed, pinpointing the behaviors, mindset and critical leader actions that would set “great” leaders apart from “not-so-great” leaders in bringing this agility to life
• Design a customized, virtually-delivered business simulation to help bridge the gap between where the organization is now and the future agile state
• Empower leaders to develop a ‘multiplier mindset,’ which maximizes people’s potential and enables them to become more customer-obsessed.

Results

• 99% of participants who underwent the program reported that they “Understand how to be a Talent Multiplier.”
• 90% of participants reported that they would make a change when asked: “Are you likely to change something about your behavior based on this experience?”
• As a learning and development program, it achieved the highest score of any program run for the organization, with participant satisfaction at unprecedented levels.