Louis Vuitton Hybrid Case Study

“Employee experience is never easy to measure, but for early career talent, it is especially difficult. We already invest a lot in helping our young employees thrive, but we were interested in seeing more data and getting new perspectives on what shapes their EX. Welliba’s science and solution helps us understand some new ideas to take the current listening approaches to a different level”

Jan Houben

Talent Manager

“Balancing the needs of our employees, customers, and business demands high-quality, actionable data. Welliba’s hybrid listening approach delivers integrated insights that help us identify which people and business initiatives matter most and what impact they will have. This helps us to prioritise actions that drive meaningful outcomes for our people, our customers, and our business - quickly and effectively”.

Guillaume Torzec

HR Manager | Client Service Centre Europe

Louis Vuitton’s Client Services Europe Team is based in Belgium, consists of 300 employees and covers 16 countries. It supports clients through phone calls and emerging media channels like messaging, online chats or video calls to deliver an unparalleled luxury experience. Team members are required to meet high expectations while constantly adapting to rapidly evolving digital channels.

Louis Vuitton’s listening strategy already included pulse surveys and traditional psychosocial risk assessments, but HR needed more detailed and forward-looking data to help people leaders react more quickly and effectively to specific employee concerns. Leaders also wanted to keep a close eye on the impact of new initiatives on customer experience and the general business performance.

Solution

Combining active and passive listening to uncover additional insights

Louis Vuitton chose a mixture of Welliba’s active and passive listening approaches to complement their existing global listening initiatives. These approaches use a validated employee experience model to examine the interaction between employees and their environment, while predicting how that interaction will impact business outcomes (such as absenteeism, retention and loyalty).

Welliba’s active listening solution (EX+) goes beyond surface-level metrics about the past and uncovers the true drivers of employee experience
Welliba’s passive listening solution (EXcelerate) can quickly analyse tens of thousands of external and publicly available data points to enable faster, smarter decisions.