Biz Group’s Expo 2020 Dubai Case Study: Mastering Mass-Scale Customer Service Training

EGA's Successful Graduate Programme, LEAP, Embraces a Blended Learning Journey Through a Guided Digital Learning Path, Delivered by the Axonify Platform. At Emirates Global Aluminium (EGA), investing in the development of young talent has been a longstanding tradition, with many executives tracing their journey back to their early days at the company. EGA's commitment to nurturing its workforce is exemplified through its National Graduate Training Programme, a rigorous 18-month initiative designed to groom graduates into first-line supervisors. EGA, the largest industrial company in the UAE outside the oil and gas sector, has consistently attracted top-tier graduates to join its ranks. The program, initially focused on engineering graduates, has evolved to include various disciplines such as Finance, Accounting, Human Capital, Marketing, and Supply Chain, aligning with the organisational needs. Upskilling and empowering future leaders This commitment to talent development has not only resulted in long and successful careers within EGA but also garnered recognition externally. In October 2023, EGA's Youth Council received the prestigious "Organisation of the Year for Youth Empowerment" award at the GCC GOV HR Awards 2023. This accolade recognized EGA's efforts in upskilling and empowering future leaders, aligning seamlessly with the National Youth Strategy of the UAE. One of the keys to EGA's success in youth empowerment is the innovative LEAP programme (Learn. Engage. Adapt. Perform), a key part of EGA's graduate development programme that focuses on leadership and management skills that enables graduates to take on key supervisory roles. The program embraces a blended learning journey through a guided digital learning path delivered by the Axonify platform. Ownership and accountability The LEAP program is designed to incorporate pre-reading, experiential learning tasks, virtual evaluations, coaching and in-person workshops. Graduates progress through milestones, earning reward points for completing learning tasks and reinforcement questions. The Axonify platform's reporting dashboards empower coaches and facilitators to track each graduate's progress, identifying missed milestones, coaching needs, and recognizing top performers across different cohorts. This has been a powerful tool to build networks of young talent across the organization empowering them to take ownership and accountability of their learning while supporting one another. The success of LEAP is through the curated design of content that is current to the new generation, enabling them to adapt and learn through multiple learning methods. The platform ensures a dynamic and interactive learning experience, making education engaging and effective for the tech-savvy generation. Delivering tangible results through the Axonify platform In driving the success of the program, Biz Group, as the dedicated vendor for the Axonify platform in the UAE region, stands out as a pivotal partner committed to delivering tangible results. To ensure customer success, we went beyond technical support, actively assisting both EGA and content service providers. Our commitment to our value, "Genuinely care about delivering Results" is evident through continuous monitoring, prompt issue resolution and structuring learning elements. This collaborative effort ensures that the Axonify platform not only functions seamlessly but also contribute to an engaging and effective graduate development initiative. EGA's commitment to empowering its youth is not just a testament to its values but a strategic investment in securing a bright future for EGA's young talent. The Axonify platform, plays a pivotal role in delivering a transformative learning journey that equips graduates with the skills needed to excel in their roles. As we celebrate EGA's success, it's clear that Axonify's micro-learning platform is a catalyst for seamless and impactful learning journeys, setting the stage for a new era of talent development.

Explore the remarkable story of service excellence at Expo 2020 Dubai told by the people who were part of it. Discover how Biz Group rose to the challenge of training 60,000 individuals from diverse backgrounds, harmonising them under a unified ethos of exceptional customer service. With a mosaic of 60,000 employees and over 300 companies, this massive project established a new standard in service training. Dive into the transformative journey where a rich tapestry of cultures and languages merged to reflect Dubai's esteemed service standards. This case study provides deep insights into the success of innovative training methodologies, showcasing notable improvements in visitor satisfaction and staff performance. It's an essential read for organisations seeking to attain pinnacle customer service levels on a vast scale. Download Case Study