Transforming the Complaints Experience – Leeds Teaching Hospitals NHS Trust
Leeds Teaching Hospitals NHS Trust employs a total of 18,000 staff delivering services across seven hospitals. In 2020, following an external review of their complaints handling, a number of improvements were identified as necessary. To address this, the Trust introduced a Complaints Improvement Plan (CIP), which concluded in March 2024. Our Role in the CIP […]
We’re all Yorkshire – a journey towards becoming customer obsessed
Owning and managing around 20,000 homes across the region; Yorkshire Housing is the biggest housing association in Yorkshire. They’re dedicated to making it possible for people to have a place they’re proud to call home, and they’re Yorkshire through and through. The Challenge In late 2023, they asked AKD Solutions to help them achieve a […]
Noah Media Group – Inspiring others and shining a positive light on your organisation
Interview with Elaine Faith, the Marketing and Comms Manager at AKD Solutions recently had an interesting conversation on the topic “Diversity and Inclusion Workplace” with Elaine, the Head of Production at Noah Media Group. We want Noah Media Group’s story to inspire others and shine a positive light on your organisation. Elaine has been with […]
Making Guests Smile – Holiday Inn
In 2015, Holiday Inn made significant changes to their brand globally. This included a major refurbishment of their whole estate, redefining their guests and the guest experience. This required a major learning and development programme to support staff to understand “Making Guest Smile”. We worked with Holiday Inn on the Making Guests Smile project from […]
C&A – Our History, Our Now, Our Future
C&A has an amazing history, but few staff knew about it. C&A’s Senior Management Team wanted to encourage new starters to start their career with excitement, enthusiasm and an appreciation of the company’s rich history. The brief was to find a way of making recruits fall in love with the company culture through the creation […]
Diversity in Cricket
English Cricket Board – One Game One Game was the ECB’s strategic objective to make cricket a more inclusive sport. The strategy includes targeting specific groups to encourage more participation and less discrimination. These include women, people with disabilities and people with South Asian origins. ECB recognised to effectively execute their strategy they needed a […]
Leadership Development Case Study – MTR Elizabeth Line
We love working with clients who are inspiring and who challenge convention. MTR Elizabeth line tick these boxes. You will be familiar with the Crossrail construction project – MTR Elizabeth line is the company that will operate this new railway on behalf of Transport for London. When fully operational the Elizabeth line will transform travel […]
Culture Change Programme DB Schenker
Increasingly we are working with clients who are seeking innovative ways to embed values and get meaningful cultural change. DB Schenker is one of the world’s leading logistics companies, specialising in air, land and sea freight. They employ over 73,000 staff in 2000 locations across approximately 140 countries. Much of their of growth has come […]
Bespoke Training Course -Toyota
Toyota is the largest car manufacturer in the world. In the US over 70% of customer engagement was online. In Europe it was 5%. Toyota Europe wanted to address this and make it easier for customers to engage with them online. They wanted to develop a comprehensive strategy that facilitated this, included a programme of […]
Customer Experience Training Programmes
Mears is one of the UK’s leading housing repairs and care providers to both the public and private sector. With 6,500 employees looking after 13,000 people, customer satisfaction is a top priority. Mears goal was to put the customer at the heart of everything they do. They wanted to ensure that all colleagues had the […]
