ALPHERA celebrates award-winning Customer Driven training

Leading automotive finance provider ALPHERA Financial Services has received Silver in the Brandon Hall Group HCM Excellence Awards for its immersive and stimulating customer-driven training programme.

The coveted annual awards recognise achievements in various areas of human capital management, including learning and development, talent management and leadership development. 

Awards are judged on the innovation, design and creativity that help to drive positive outcomes across a range of industries, including automotive finance in the UK.

Launched in June 2024, ALPHERA's ‘Customer Driven’ training was highly commended in the category “Best Unique or Innovative Learning and Development Program”, which reinforces the finance provider’s dedication to attaining the highest standards.

The customer-focused programme – developed in partnership with talent transformation consultancy GP Strategies – comprises a mix of a digital curriculum and in-person workshops, which were independently assessed against five key performance indicators. These ensure that the training aligns with business objectives and offers qualitative benefits for learners to enhance their knowledge and impact their every day behaviours.

Speaking of the award, Stuart Corby, ALPHERA’s Customer Training Manager under BMW Financial Services (GB), said: “Our customer driven training emphasises that everyone has a customer, and it is crucial to view situations from their perspective. 

“We used virtual reality to present real-life scenarios and collaborated with colleagues across the business to generate engaging training sessions. Beyond just training, we empower our team members to question their behaviours, challenge the status quo, and foster idea generation. This approach ensures we consistently put the customer at the heart of our efforts.

“By thinking more about the customer and changing our own behaviours, we’re more open to changing habits and challenging processes. If something can be improved, and there’s a more customer-focused way of doing it, then we want our team members to be empowered to make the change,” added Corby.

Since ALPHERA has introduced the training programme, it’s seen improvements in how customer interactions take place. More team members have come forward with ideas about how to add even greater value to support the customer journey while improving their own efficiencies. It’s been a game-changer and has even resulted in ALPHERA colleagues being recognised for internal process improvement awards.

ALPHERA’s Customer Driven training underpins BMW Financial Services (GB)’s Road to 2030 strategy, with a primary focus on creating the best customer experience.