Inchcape Data Transformation with a Customer-Centric Approach

A customised learning journey was delivered to the leadership team of Inchcape to adopt a mindset of experimentation, data-driven decision-making, and resilience. 

The challenge

In today's fast-paced business landscape, staying ahead of the competition is paramount, and for InchCape, this meant evolving their organization to meet the ever-changing needs of their customers. With customer retention as their top priority, they recognized the critical importance of anticipating their customers' needs and responding in a proactive manner. However, to achieve this goal, they knew that a deep understanding of market trends through data-driven insights was essential. The challenge was clear - how could InchCape transform its organization to focus on customer-centricity and data-driven decision-making to gain a competitive edge?

The solution

To drive change in the organization, we developed a comprehensive and adaptable learning journey that incorporated both in-person and online training formats. We rolled out this training to five distinct cohorts across the globe, catering to their specific needs and challenges. Our training programs focused on empowering teams with the skills and tools needed for experimentation, data-driven decision-making, and resilience in the face of constant change. By equipping InchCape's teams with these critical skills, we aimed to create a culture of continuous improvement and innovation that would enable them to stay ahead of the curve in a rapidly evolving market.

The outcome

Transforming an organization's culture is no easy feat, but the scalable blended learning journey delivered by our team helped to achieve just that for Inchcape. With an average satisfaction rating of 8.8 and a completion rate of 95%, the training journey empowered teams across the organisation to embrace experimentation, data-driven decision-making, and resilience. As a result, a sense of urgency for change was sparked and a customer-centric culture of experimentation was cultivated, enabling the integration of the right data strategies and capabilities to drive faster and more agile decision-making.