LSG Webinars

Digital transformation: GTR's award winning journey to better customer service using eLearning and games, Dante Frederick, Govia Thameslink Railway

Created by Donald H Taylor (See other events)
  • May 7, 2020 from 1:00pm to 2:00pm
  • Location: Online
  • Latest Activity: Aug 31, 2021

Digital transformation GTR's award winning journey to better customer service using eLearning and games

Dante Frederick, GTR

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Govia Thameslink Railway is the UK’s biggest rail franchise, delivering the UK railway’s largest transformation programme ever. GTR and Kallidus worked in partnership to deliver One Step Ahead, a £2 million customer service training initiative, supporting the modernisation of infrastructure, ticketing and passenger services. 3,000 employees have been trained using innovative eLearning and games via iPads, smartphones and PCs. The initiative is driving behavioural and organisational change and supporting improvements in customer care and performance. It was recognised for its innovation and impact, winning a 2019 Learning Technologies Award and a 2020 Learning Award. This webinar will reveal how to:

  • Engage a diverse, non-tech savvy audience working in remote locations
  • Design and deliver a digital blend that works
  • Embed gamification into a large-scale learning programme
  • Support lasting behavioural change
  • Use digital learning to lead organisational transformation
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