Lewis Edwards

2011 - Best TV News Feature

2017 - Best Use of Blended Learning

Awarded Gold at the Learning Technologies Awards 2017. I was the Lead Learning Designer on an innovative blended learning programme to educate and empower advisors at AXA Business Insurance’s contact centre on delivering personalised and outstanding service to customers. Using a mix of methods and media, including bitesize learning modules, gamification, face-to-face personal workshops, practical exercises and peer coaching/review, the programme resulted in a 113% increase in positive customer comments.

2017 - External Learning Solution of the Year

The judges praised the “high energy campaign” which was “anchored around shifting the customer focus to relationships rather than a transactional experience”. They said: “As a result of the multi-faceted mix including a range of coaching, video and social media, the Inspiring Customer First programme increased customer advocacy and loyalty. Both of which are holy grails, especially in the customer service world.”

2017 - Best Customer Service Programme

An acclaimed learning campaign that has delivered groundbreaking business results has picked up a third award for leading digital learning company, Sponge UK and global insurance brand, AXA. The project, Inspiring Customer First, has transformed customer culture at AXA’s Business Insurance division (ABI) by embedding best practice for insurance advisors to offer an outstanding, personalised service to customers. Inspiring Customer First won silver at the 22nd Annual Learning Awards organised by the Learning and Performance Institute and hosted by TV celebrity, Tess Daly at the Dorchester in London in February 2018. The award came in the External Learning Solution of the Year category. The judges praised the “high energy campaign” which was “anchored around shifting the customer focus to relationships rather than a transactional experience”. They said: “As a result of the multi-faceted mix including a range of coaching, video and social media, the Inspiring Customer First programme increased customer advocacy and loyalty. Both of which are holy grails, especially in the customer service world.” This latest recognition follows the Gold Award presented at the Learning Technologies Awards 2017 in November 2017 for the Best Use of Blended Learning, and the Silver Award for Best Customer Service Programme, announced at the 2017 Training Journal Awards.