Global E-Commerce Enterprise

The Challenge: A global e-commerce company was rolling out a suite of new workflow solutions and third-party AI tools, and needed to drive employee adoption across their mar-tech roadmap.
Our Approach: Knowing that successful AI adoption requires a fundamental shift in how work gets done, JourneySpark deployed our Culture Alignment Assessment, a CX & Culture Connection™ business management consulting service. Through stakeholder interviews, focus groups, and collaborative workshops, we evaluated their cultural strengths to co-create a targeted Change Management Playbook.
The Impact: The client successfully accelerated progress on their change journey. By leveraging the right mix of formal and informal change management levers, they engaged leaders, middle managers, and frontline employees to upskill their workforce and reimagine the future of marketing.

Leading Omnichannel Retailer

The Challenge: A leading ecommerce company with a retail store footprint set out to modernize its approach to both the customer and employee experience.
Our Approach: To identify the emotional peaks that matter most, JourneySpark utilized elements of our Customer-Driven Leader Assessment, a CX & Culture Connection™ business management consulting service, to map the customer journey. We then transitioned into our Habit Builder, a CX & Culture Connection™ training program, to redesign their call center training around habit-building cycles.
The Impact: Employees were given the tools to practice and reinforce behaviors that naturally evoke desired customer emotions (such as feeling supported, confident, and optimistic). By evolving the company’s listening programs, leaders gained a clearer view of how these behaviors directly link back to business outcomes and drive sales.

The Challenge: A leading company in the travel space was looking to modernize its approach to personas and customer journeys to be more data-driven and leverage AI.
Our Approach: JourneySpark helped the client build insights into what creates emotionally engaging peaks along the customer journey. To ensure these insights translated into action, we applied our Culture Alignment Assessment, a CX & Culture Connection™ business management consulting service, to evaluate their organizational readiness and build a culture of experimentation. We then leveraged AI to score customers on attributes that predict lifetime value and mined conversations to target content appropriately.
The Impact: The initial test of developing AI-driven content through the eyes of the target personas generated a 50% lift in marketing ROI, and the client continues to successfully build a scalable culture of experimentation.

CX & Culture Connection™ Training Programs
- The Challenge: A leading insurance company sought to reinforce the adoption of new employee behaviors to better align with their customer experience and cultural goals following a shift in their sales strategy.
- Our Approach: JourneySpark partnered with the client to deploy our Habit Builder, a core CX & Culture Connection™ training program. We wove high-impact behaviors into their updated sales training and facilitated breakout sessions at a major sales offsite. Using real-world stories from high-performing salespeople, we sparked peer-to-peer dialogue to accelerate early momentum.
- The Impact: We established a systematic approach to habit-building across business units, utilizing nudges, journal entries, and embedded storytelling rituals. This was paired with an evolved customer listening strategy to capture consistent feedback and measure behavior adoption at scale.

Click here to learn more about artwork featured on this page, called Emotion Motion 2