In a previous article in this three-article series, Denis Graas shared his thoughts about the paramount importance of client centricity. Here, Sonia Guerder from PwC’s Academy, outlines why operational excellence is the core component downstream for a seamless client experience.In today’s fast evolving business environment, training delivery is getting more and more complex.How to quench an unprecedented thirst for knowledge (skill deepening, cross-skilling, upskilling, reskilling…) while delivering impactful and efficient training? What are the key factors that contribute to operational effectiveness in training delivery?Beyond logistics, for us, operational excellence results from a careful consideration of four essential components.An impactful contentImpactful content comprises high-quality visuals, graphics, and interactive elements. It maintains the learners’ interest throughout the training and directly contributes to an engaging learning experience. And an engaging learning experience is a key component of operational excellence.Seasoned subject matter expertsOur pledge is to leverage PwC’s expertise to craft premium learning journeys for our clients. Our subject matter experts—seasoned professionals—stand at the heart of our value proposition.Our pedagogic solutions are the results of a co-construction between subject matter experts and pedagogic advisors.This co-construction is a key component of operational excellence.It’s all about interactivityIt starts with a well-designed training jointly built with the client. The training typically includes a variety of interactive elements, such as hands-on exercises, group discussions, and real case studies.Experienced and skilled instructors who can effectively engage the audience and make the training both interesting and lively and ensure that the participants’ attention will be kept at its maximum thanks to a striking content combined with a dynamic pace and a relaxed atmosphere.Training language also matters: although English is the most common delivery language, training can be delivered in French or German or even under a bilingual setup. Everything is made to facilitate collaboration and interaction between trainers and trainees (e.g., training delivered in one predominant language, whereas the Q&A part happens in two languages).Offering an engaging and interactive training is a key component of operational excellence.Continuous improvementAt PwC’s Academy, we are committed to continuous improvement to warrant a high level of customer satisfaction: collecting learners’ feedback, debriefing with clients and reflecting with our experts allow us to identify opportunities for improvement and a s such, is a core component of operational excellence.High-quality learning experience requires—but is not limited to—a combination of multiple factors, from the design of the pedagogic approach up to its flawless implementation and associated challenges.It requires a close collaboration between the pedagogic advisor, the client and the subject- matter expert to reconcile all the dimensions (design of the adequate pedagogic approach, impact of the training material, choice of the right subject matter expert, lean logistics, etc…) to enable operational excellence.By staying agile and responsive, by continuously improving our value proposition, PwC’s Academy is in the position to better respond to the needs of our learners and to embrace the new normal era and its inherent challenges.