How a CX ask campaign helped reconnect employees
when relationships strain, CX strategy reconnects
Client: Leading Financial Services Brand
Location: Nationwide, South Africa
Services Rendered: Employee Engagement Research, Internal VoC Campaign, Insight Reporting
Completion: March 2023
about the client
The shift to hybrid work had unintended consequences. Our campaign helped leadership reconnect, listen deeply, and respond with purpose.
A national professional services firm with a large support staff navigates a transition to hybrid work. Leadership noticed a drop in morale and engagement but lacked clear insight into what their employees were really experiencing.
problem
Employee engagement was slipping, and management had no clear picture of how staff felt in a remote-hybrid environment.
goal
Listen to employee voices at scale and identify high-impact improvements to boost engagement and loyalty.
solution
We launched a focused Ask Campaign, capturing real-time employee insights and translating them into measurable EX actions.
overview
what we did.
why it worked.
The hybrid model gave teams flexibility, but also surfaced challenges in connection, communication, and support. Without structured feedback, leadership was working in the dark. They needed real answers from the people living the change.
Assessment & Analysis
Our analysis showed that many staff felt isolated, unsupported, or unsure of what the future looked like. Communication felt one-way, and hybrid work success varied by team and manager. Trust and clarity were declining, especially in operational departments.
Our Approach
Our analysis showed that many staff felt isolated, unsupported, or unsure of what the future looked like. Communication felt one-way, and hybrid work success varied by team and manager. Trust and clarity were declining, especially in operational departments.
Results
- Response rate exceeded 70% across departments
- Employees reported feeling heard and valued
- Action items were developed in collaboration with teams
- Morale and alignment showed measurable improvements within six weeks
- Follow-up sentiment scans showed a 40% increase in employee trust toward leadership
key takeaways
goals met.
success achieved.
Navigating post-COVID workspace uncertainty, this client needed to understand how employees were really coping with hybrid work. Through a company-wide Ask Campaign, we captured open, honest, unfiltered feedback.
The results helped reshape workspace policies, boost morale, and guide decisions on flexibility, wellbeing, and productivity with empathy and clarity.
At nlightencx, we don’t stop at collecting feedback; we extract insight, reveal root causes, and translate it all into clear strategies you can act on.
Our multidisciplinary approach combines behavioural science, customer psychology, and proven frameworks to drive business growth.