Global Roll out of a Bespoke Experiential Activity

Requirements: an experiential activity, delivered within just 3 weeks that would help Emirates Airline Customer Service Agents;
+ Understand and identify the core values of Emirates customer service
+ Understand the behaviours needed to model the Emirates brand on the telephone

MTa’s solution:
1. Helped Emirates take their vision and objectives and translate them into tightly defined requirements

2. Designed a creative experiential activity that:

+ Encouraged customer contact centre agents to actively engage with the Emirates values and consequently develop their personal understanding
+ Provided a visual metaphor that reinforced the brand values

3. Developed a new method of producing experiential activities to meet Emirates requirements.

4. Provided facilitator notes and guidance to enable the activity to work ‘out of the box’.

Outcome: The activity was successfully rolled out all of Emirates customer contact centres (global distribution).