Rolling Out New Customer Experience Training in a Hybrid Work World

Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?”

One organization, PSECU (Pennsylvania State Employees Credit Union), recently faced this challenge head-on andcreated a rollout strategy worth learning from.

The Challenge

PSECU, headquartered in Harrisburg, PA, operates multiple locations and requires each employee to be on-site at least once weekly. Traditional methods—like hosting an all-staff meeting—weren’t feasible in this hybrid environment. The organization needed an alternative to deliver consistency, engagement, and energy across locations without disrupting daily operations.

The Solution: Member Experience Week

The Member Experience Steering Committee designed a creative approach. Instead of trying to gather everyone at once, they stretched the rollout over an entire week:

• Timing: The week of August 4 was designated “PSECU Way of Service Launch Week.”
• Content: The focus was on introducing PSECU’s new Member Experience Action Statement, supporting pillars, and their “Never/Always” list of behaviors.
• Delivery: Each morning from 7:00–10:00 AM, steering committee members and other managers positioned themselves at locations. They greeted employees as they arrived for their one required in-office day, handed out SWAG bags, and engaged in face-to-face conversations about the new Member Experience focus.
• Reinforcement: To keep the message alive beyond rollout week, department leaders are strongly encouraged to integrate the content into weekly huddle conversations.

Why It Worked

This approach addressed the realities of hybrid work while maximizing impact:

1. Met employees where they were – Rather than asking employees to fit into a single meeting schedule, the committee worked around individual hybrid routines.
2. Created energy and visibility – Leadership presence at the door, SWAG, and personal engagement built enthusiasm.
3. Embedded reinforcement – Weekly huddles ensured the message wouldn’t fade after the initial launch.

Best Practice Takeaway

When rolling out new training or initiatives in a hybrid work environment, don’t rely on outdated, one-size-fits-all methods.Instead, bring the content to your people—on their schedule, in their space, and with leadership involvement.

PSECU’s example shows that by stretching a rollout over time, engaging employees in small but meaningful moments, and reinforcing content consistently, organizations can successfully launch new initiatives—even in the complex world of hybrid work.

Learn how to roll out customer service initiatives that engage every employee and drive lasting results.

Book a complimentary advisory call with a DiJulius Group expert today. You’ll learn how to empower your team, consistently create exceptional experiences, and, ultimately, build a culture that keeps top talent and loyal customers coming back.