Building a Learning Journey from the Ground Up

Challenge
Before partnering with Asendio, b_smart, a growing customer support provider, faced a common challenge in scaling people development: there was no structured training material, no standardized onboarding, and limited resources for skill development.
New hires often learned directly on the job, leading to inconsistencies in performance, longer ramp-up times, and uneven service quality across teams.
To drive sustainable growth, b_smart needed a complete learning foundation - one that would standardize onboarding, build essential communication skills, and prepare employees for the fast-paced customer experience environment.

Solution

Designing the Complete Learning Journey Together with Asendio's Learning Design team, b_smart took its first major step toward building a structured and engaging learning ecosystem. The result was a comprehensive learning journey designed to guide every new hire from day one to full performance readiness - with a clear focus on skill-building, engagement, and growth. Key elements include:

• Structured Onboarding: A full 5-day learning program covering company values, systems, and customer communication standards.
• Soft Skills Development: Dedicated modules on empathy, active listening, and conflict management to strengthen human connection in every interaction.
• Practical Learning Activities: Real-life simulations and role-plays designed to reinforce learning and prepare employees for live environments.
• Trainer Guides and Assessments: Clear facilitator materials and evaluation tools to ensure consistent delivery and tracking of learning progress.

Next Steps
With the learning journey successfully implemented, b_smart is preparing to take the next step:
Integrating with Asendio’s LXP to enhance personalization, automate tracking, and introduce interactive, gamified microlearning experiences.
This will allow b_smart to scale learning efficiently, ensure ongoing development, and maintain quality as the organization grows.