World Fuel Services’ land-based business was facing both market share pressures as well as margin erosion in their North American operations. The World Way was developed to rally the organization around a customer-centric operating model and a new Brand Promise.
This was a 15-month project that left no stone unturned as we re-engineered the business to focus on the employee and the customer. CX Workout was a true partner and brought their research, tools and unmatched expertise to help us launch a new trajectory for the business.
Michael Crosby, Executive Vice-President, Global Land
Our solution was delivered over 3 phases and included:
With Phase 3 underway, the project is still ongoing. Early wins identified and achieved: