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Case study summary

The Goal

TRANSFORM CELGENE'S CALL CENTER TRAINING EFFECTIVENESS BY ELEVATING TRAINER FACILITATION SKILLS TO DRIVE SUPERIOR LEARNING OUTCOMES AND EMPLOYEE PERFORMANCE. MOVE FROM BASIC INFORMATION DELIVERY TO ENGAGING, DATA-DRIVEN TRAINING THAT SIGNIFICANTLY IMPROVES LEARNING TRANSFER AND MEASURABLE BUSINESS RESULTS.

KEY PLAYERS

CELGENE'S TRAINING DEPARTMENT TEAM—HUNDREDS OF TRAINERS RESPONSIBLE FOR DEVELOPING CALL CENTER AND FIELD EMPLOYEES WHO HANDLE THOUSANDS OF WEEKLY CALLS FROM PATIENTS, PHYSICIANS, AND HOSPITAL STAFF WORLDWIDE. THESE DEDICATED PROFESSIONALS NEEDED TO EVOLVE FROM INFORMATION PROVIDERS INTO MASTERFUL FACILITATORS WHO COULD DRIVE MEANINGFUL LEARNING OUTCOMES THROUGH ENGAGING, STORY-DRIVEN TRAINING EXPERIENCES.

CORE CHALLENGES

TRAINING EFFECTIVENESS WAS FALLING SHORT OF ORGANIZATIONAL NEEDS. DESPITE COMMITTED TRAINERS AND ESSENTIAL CONTENT, FACILITATION APPROACHES WEREN'T DRIVING THE LEARNING TRANSFER NEEDED TO SUPPORT CELGENE'S GLOBAL OPERATIONS. WITHOUT ADVANCED PRESENTATION AND STORYTELLING SKILLS, CRITICAL TRAINING INVESTMENTS WEREN'T ACHIEVING THEIR POTENTIAL TO IMPROVE EMPLOYEE PERFORMANCE AND CUSTOMER SERVICE QUALITY.

THE OUTCOME

CELGENE'S TRAINERS NOW DELIVER TRAINING EXPERIENCES THAT DRAMATICALLY IMPROVE LEARNING OUTCOMES AND EMPLOYEE PERFORMANCE. THEY'VE MASTERED THE ART OF ENGAGING FACILITATION THAT COMBINES COMPELLING STORYTELLING WITH DATA-DRIVEN INSIGHTS TO CREATE MEMORABLE, ACTIONABLE LEARNING. THEIR ENHANCED SKILLS HAVE GENERATED MEASURABLE IMPROVEMENTS IN PARTICIPANT SATISFACTION, EMPLOYEE GRADES, AND OVERALL TRAINING EFFECTIVENESS.

The Plan

ELEVATING FACILITATION EXCELLENCE

INTEGRATING STORYTELLING POWER

MASTERING DATA COMMUNICATION

BUILDING SUSTAINABLE IMPROVEMENT

OUR APPROACH

PHASES

Moxie's year-long comprehensive program helped Celgene transform their training department into a world-class learning organization that drives measurable business results.

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5 CONDUCT COMPREHENSIVE ASSESSMENT

The program began with rigorous evaluation of existing training approaches and individual trainer capabilities. Teams identified specific improvement opportunities and established baseline measurements that would guide personalized development plans and track progress over time.
Trainers learned advanced facilitation competencies rooted in adult learning theory. They mastered techniques for creating engaging learning environments, managing group dynamics, and designing experiential activities that promote active participation and knowledge retention.
The focus shifted to incorporating compelling narratives into technical training content. Trainers practiced transforming complex pharmaceutical information into relatable stories that connect with learners emotionally while maintaining scientific accuracy and regulatory compliance.
Participants developed skills for presenting statistics and data-driven insights in engaging, understandable formats. They learned to transform overwhelming numerical information into clear visual stories that drive comprehension and support decision-making.
The final phase established ongoing coaching and measurement systems. Trainers received personalized feedback, participated in deliberate practice sessions, and contributed to real-time program adjustments based on measurable learning outcomes and participant feedback.

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BREAKTHROUGH MOMENTS

RESULTS

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CELGENE'S TRAINERS NOW DELIVER TRAINING EXPERIENCES THAT GENERATE EXCEPTIONAL PARTICIPANT SATISFACTION AND LEARNING OUTCOMES. NPS SCORES IMPROVED DRAMATICALLY FROM 5.5 TO 8.5 GLOBALLY, DEMONSTRATING HOW ADVANCED FACILITATION SKILLS DIRECTLY IMPACT LEARNER ENGAGEMENT AND PROGRAM EFFECTIVENESS ACROSS INTERNATIONAL OPERATIONS.

BREAKTHROUGH MOMENTS

RESULTS

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ENHANCED PRESENTATION AND STORYTELLING CAPABILITIES HAVE REVOLUTIONIZED LEARNING TRANSFER AND EMPLOYEE PERFORMANCE. NEW EMPLOYEE GRADES IMPROVED FROM AN AVERAGE OF 74% TO 91%, PROVING THAT ENGAGING FACILITATION TECHNIQUES SIGNIFICANTLY IMPROVE KNOWLEDGE RETENTION AND PRACTICAL APPLICATION IN REAL-WORLD CALL CENTER ENVIRONMENTS.

BREAKTHROUGH MOMENTS

RESULTS

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COMPREHENSIVE SKILL DEVELOPMENT HAS TRANSFORMED OVERALL TRAINING QUALITY AND EFFECTIVENESS. OBSERVABLE IMPROVEMENTS IN STORYTELLING ABILITIES, MESSAGE DELIVERY, PRESENTATION FLOW, AND PARTICIPANT LEARNING OUTCOMES DEMONSTRATE HOW SYSTEMATIC TRAINER DEVELOPMENT CREATES MEASURABLE BUSINESS IMPACT THROUGHOUT THE ORGANIZATION.

BREAKTHROUGH MOMENTS

RESULTS

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THE IMPACT EXTENDS BEYOND INDIVIDUAL TRAINING SESSIONS—CELGENE HAS CREATED A CULTURE OF TRAINING EXCELLENCE THAT CONTINUES TO DRIVE SUPERIOR EMPLOYEE DEVELOPMENT, FROM ENHANCED CALL CENTER PERFORMANCE TO IMPROVED CUSTOMER SERVICE QUALITY AND STRONGER BUSINESS RESULTS ACROSS THEIR GLOBAL PHARMACEUTICAL OPERATIONS.

MOXIE INSTITUTE SERVICES

OUR IMPACT ON CELGENE

Our year-long trainer development program successfully empowered Celgene's team to:

MASTER STORYTELLING TECHNIQUES

DEVELOP DATA PRESENTATION SKILLS

CREATE SUSTAINABLE TRAINING EXCELLENCE

SEE WHAT OUR CLIENTS SAY

"A TRANSFORMATIVE EXPERIENCE"
General Manager at Coca Cola
Amy Yang
“I am so thankful for your help. I have received so many compliments on my speech, it felt unbelievable! This would not be possible without your amazing coaching! One of my mentors actually tweeted my presentation! What a huge compliment! Because of you, I now look at speeches in completely new ways. I look for ideas. I search for what perception has been changed after the speech. I notice the storytelling techniques. I even watch great speeches being delivered and, most times, I wish the speakers could have taken your course! This has been one of the best courses I have taken. I look forward to collaborating with you again. Working with you has been a transformative experience.”
"SO GRATEFUL"
Founder and Executive Director, The David’s Harp Foundation
Brandon Steppe
“So grateful for Moxie Institute! They have an amazing gift and an incredible ability to put stories together. I can’t wait to get to the TEDx stage with Moxie’s help! I hope you know that your God given talents are so vital to the people that you are helping! Your gift is so important. Let’s do this!”
"THE PERFORMANCE OF OUR LIVES"
CNN Hero Awards Winners and Founders of The Emilio Nares Foundation
Richard and Diane Nares
“Although we had spent 3 years in Toastmasters, it was nothing at all like sessions with Moxie Institute. Moxie’s sessions and their supportive techniques resulted in an empowering transition for both of us. We recently spoke at our annual fundraiser. Afterwards, every guest came up to tell us how amazed they were by our presentation! It was evident to them that we had PREPARED & REHEARSED! Moxie taught us both how to dig deep within ourselves to tell our story and they helped us feel safe enough to do this. Working with Moxie was transformation for us! We learned how to give the performance of our lives!”
"OPENED MY EYES"
Senior Vice President of Information Technology, Special Olympics
Lonnie Snyder
“I gave my talk this morning to our Global Leadership Team. This is the first time I’ve ever given a talk without text or bullet points on slides and I noted that our CEO had printed the slides in color and took notes as I was talking. This was the first time I’ve been able to watch a room and saw everyone actually paying attention. I’ve received really good feedback so far. I can’t tell you how much I’ve appreciated the Masterclass and how much I’ve been pushed out of my comfort zone. Thanks again for everything. The Masterclass and what I’ve learned was better than receiving a $10,000 raise.”