A
This program was launched in 2024 and enables former employees to maintain a connection to GHD.
What is the GHD Alumni Community program?
This report is helpful for decision-making and assessing key client portfolios.
What is the CX Performance and Evaluation report?
This document clarifies the outcomes and objectives of the CX COE.
What is the CX Strategy Blueprint and Activation Plan?
In November 2024, these events aligned the CX Phase II strategy with the Project Delivery strategic initiative.
What are the CX/Project Delivery workshops in Melbourne and Houston?
This rule states that people judge an experience largely based on how they felt at its most intense point and at its end.
What is the Peak End Rule?
3600
What is the number of Alumni program enrolments in its first year?
These events were hosted by Sonia Adams in August, October and November 2024 to "rally the troops" in the face of global economic headwinds.
What are the "What Comes Before Utilisation? You!" meeting series?
1. South Queensland
2. Sydney
3. New Zealand
4. Western Canada
What are the Pilot regions for the Voice of the Client program in chronological order?
This is used to ensure a well-planned and structured start to projects.
What is the Intentional Project Kick off Agenda?
This is the portion of enterprise revenue attributed to the Key Client program.
What is 46%?
Likelihood to Recommend
Which VotC question drives GHD's net promoter score?
Bucas Grande, Iloilo, Bohol, Dumaguete, Panglao, Siargo, Boracay and Palawan
What are the names of islands in the Philippines?
This phase of the CX strategy focuses on aligning delivery with the refreshed Project Delivery Life cycle and embedding 'Moments that Matter' in the project delivery system.
What is CX Phase 2?
This helps to plan and execute a broad range of client-facing activities.
What is the Client Interaction Plan?
This 2024 result equals 52% of the Key Client Program's revenue target.
What is $160M revenue?
This is a baked rice cake is cooked in a terracotta oven lined with banana leaves and is usually eaten for breakfast, especially during the Christmas season.
What is bibingka?
These four-part training events were conducted between February and July 2024 to increase use of our CRM platform.
What were the APAC, EMEA and Americas Salesforce Sessions?
35
What is the average number of days taken to resolve Case Manager incidents? (FY24)
This type of communication initiates contact with potential clients, often to introduce services or request a meeting.
What is a Cold Call Email?
Nov 2022
When was the Voice of the Client launched globally?
8 weeks; 6 months; 6 monthly
What is the schedule of VOTC feedback surveys?
10
What is the number of global Key Clients with an exec sponsor on the Enterprise Leadership Team?
This tool is used to help people articulate their emotions more precisely; it can be used in client interactions to empathise and understand.
What is the Feelings Wheel?
This tool helps GHD team members plan and execute effective conversations with clients.
What is the Intentional Conversation Roadmap?
58%
What is the percentage increase on the open rate of Alumni Newsletters versus the enterprise benchmark?