How TTRO used CX to strengthen customer relationships
when relationships strain, CX strategy reconnects
Client: The Training Room Online (TTRO)
Location: South Africa (with global reach)
Services Rendered: Internal Interviews, VoC Research, Journey Mapping, CX Strategy
Completion: April 2024
about the client
As their reach expanded, TTRO needed a CX baseline—something measurable, actionable, and scalable. We helped them build it.
The Training Room Online (TTRO) is a leading provider of digital learning solutions. As they scaled globally, their client base grew more diverse and complex—creating the need for a standardised approach to measuring and improving customer experience.
problem
As TTRO scaled, they lacked a clear CX benchmark—making it difficult to track and improve customer experience consistently.
goal
Build a CX foundation by defining what great looks like, supported by actionable insight across all business functions.
solution
We used in-depth VoC research and CX journey mapping to create benchmarks, drive clarity, and align internal teams.
overview
what we did.
why it worked.
TTRO had strong client relationships—but no structured way to assess what was working, where the gaps were, or how to ensure consistency as they scaled. They needed more than anecdotal feedback—they needed insight that could guide growth.
Assessment & Analysis
Through VoC interviews and internal analysis, we identified key customer touchpoints and gaps in expectation vs delivery. We uncovered that while service quality was high, internal alignment on CX ownership was inconsistent.
Our Approach
We conducted VoC interviews with clients, mapped the end-to-end customer experience, and defined a clear CX baseline. From this, we created measurable CX indicators and trained internal teams on ownership, follow-through, and continuous improvement.
Results
- TTRO gained a measurable CX benchmark for the first time
- Internal teams were aligned on CX goals and accountable for delivery
- Clear insight into what mattered most to clients helped focus their service delivery strategy
key takeaways
goals met.
success achieved.
What began as a CX audit became the catalyst for complete operational redesign. By uncovering internal silos and customer journey gaps, TTRO restructured its operating model, realigned leadership, and reignited client-led innovation.
With nlightencx’s insight and facilitation, the business is now shifting toward a collaborative culture and a more scalable, customer-centred experience.
It was fascinating to see it all in context with the off-site experiential exercise and really looking at ALL the touchpoints, not just the human interaction ones, really broadened my own lens on CX and the importance it plays throughout our operation.
Kate Atkinson
Head Of Global Marketing & Communications
TTRO
