How The North Face EMEA Boosted Training Engagement by 274%
By combining microlearning with gamified incentives, The North Face EMEA rapidly onboarded new hires, improved knowledge retention, and lifted team engagement during peak season.
274%
Increase in Staff Logins
156%
More Active Learners
2-3 min
Daily Learning Time
483%
More Training Hours Logged
Onboarding at Scale With Limited Time
As The North Face EMEA prepared for peak season, they needed to:
- Rapidly onboard a large volume of new customer service reps
- Boost knowledge and engagement among existing eComm staff
- Deliver consistent training across regions
- Make use of a narrow 2-week window for coaching and gap-filling
Gamified Microlearning With Incentives
Working with Wranx, they:
- Launched an incentivized team competition
- Delivered 3 engaging modules via 2–3 minute daily drills
- Offered localized content and tracked performance
- Encouraged participation through team prizes (like waterproof jackets)
Measurable Results
The incentive-driven microlearning campaign delivered exceptional outcomes; increasing training engagement, boosting product knowledge, and even improving customer satisfaction.
-
Elaine Glover
eCommerce Co Sourcing Team Leader, The North Face EMEA
“The long term goal was absolutely to increase engagement and activity on Wranx for all CSRs and the perfect opportunity is usually the 6-8 week ‘lull’ we have after summer peak and before Black Friday, where we recruit in high volume and can spend quality time coaching, training and filling knowledge gaps for the teams. However, as this year has been extraordinary and we have seen a huge rise in eComm orders and therefore contact, our much anticipated ‘lull’ gives us perhaps 2 weeks instead – so we wanted to make the most of every day where we could.”
Key Outcomes
-
274% Increase in Staff Logins
Engagement surged as learners trained more frequently
-
156% More Active Learners
A broader group of employees participated
-
483% More Training Hours Logged
Learners spent far more time on structured training
-
376% More Questions Answered
More product and onboarding training completed
-
NPS Jumped to 72.73% in Sofia
The highest satisfaction score achieved
-
‘Product’ NPS Increased from 35% to 59%
Across sites indicating stronger knowledge and more confident customer support
Ready to Transform Your Training?
See how Wranx can deliver similar results for your organization with our tailored microlearning solutions.
How The North Face EMEA Boosted Training Engagement by 274%
By combining microlearning with gamified incentives, The North Face EMEA rapidly onboarded new hires, improved knowledge retention, and lifted team engagement during peak season.
274%
Increase in Staff Logins
156%
More Active Learners
2-3 min
Daily Learning Time
483%
More Training Hours Logged
Onboarding at Scale With Limited Time
As The North Face EMEA prepared for peak season, they needed to:
- Rapidly onboard a large volume of new customer service reps
- Boost knowledge and engagement among existing eComm staff
- Deliver consistent training across regions
- Make use of a narrow 2-week window for coaching and gap-filling
Gamified Microlearning With Incentives
Working with Wranx, they:
- Launched an incentivized team competition
- Delivered 3 engaging modules via 2–3 minute daily drills
- Offered localized content and tracked performance
- Encouraged participation through team prizes (like waterproof jackets)
Measurable Results
The incentive-driven microlearning campaign delivered exceptional outcomes; increasing training engagement, boosting product knowledge, and even improving customer satisfaction.
-
Elaine Glover
eCommerce Co Sourcing Team Leader, The North Face EMEA
“The long term goal was absolutely to increase engagement and activity on Wranx for all CSRs and the perfect opportunity is usually the 6-8 week ‘lull’ we have after summer peak and before Black Friday, where we recruit in high volume and can spend quality time coaching, training and filling knowledge gaps for the teams. However, as this year has been extraordinary and we have seen a huge rise in eComm orders and therefore contact, our much anticipated ‘lull’ gives us perhaps 2 weeks instead – so we wanted to make the most of every day where we could.”
Key Outcomes
-
274% Increase in Staff Logins
Engagement surged as learners trained more frequently
-
156% More Active Learners
A broader group of employees participated
-
483% More Training Hours Logged
Learners spent far more time on structured training
-
376% More Questions Answered
More product and onboarding training completed
-
NPS Jumped to 72.73% in Sofia
The highest satisfaction score achieved
-
‘Product’ NPS Increased from 35% to 59%
Across sites indicating stronger knowledge and more confident customer support
Ready to Transform Your Training?
See how Wranx can deliver similar results for your organization with our tailored microlearning solutions.