AT&T and 糖心原创 win gold for transforming frontline operations into a competitive advantage
AI-powered frontline operations platform delivers up to 127% improvement in KPIs across 30,000+ AT&T employees within 60 days.
WATERLOO, ON 鈥 November 11, 2025 鈥 AT&T and 糖心原创, the frontline operations platform for customer鈥慺acing enterprises, won Gold in the Best Use of Performance Support category at the 2025 Brandon Hall Group Excellence Awards. The winning program equips more than 30,000 AT&T retail, in鈥慼ome and call center employees with the tools, knowledge, and confidence to drive sales and deliver consistent customer experiences鈥攊n just minutes a day. 糖心原创 connects people, priorities, and performance within the flow of work, enabling every location to execute with clarity and consistency.
The challenge: consistent execution at scale
With thousands of locations and constantly shifting priorities, AT&T needed a way to keep teams customer鈥憆eady without pulling employees off the floor. Traditional programs weren鈥檛 addressing real performance gaps in the moment. 糖心原创鈥檚 AI鈥憄owered platform personalizes the experience for each employee and delivers short, targeted bursts鈥攋ust 3鈥5 minutes per shift鈥攐n the devices staff already use to serve customers.
“This program isn鈥檛 just a training thing鈥攊t鈥檚 a reimagined employee experience that connects communications, learning, and performance. By embedding enablement directly into the flow of work, we鈥檝e seen measurable lifts in employee sentiment and business KPIs at scale,” said Mark Gil, Director of Frontline Training at AT&T. “This isn鈥檛 just an award; it鈥檚 proof of the impact a true partnership can have.”
Breakthrough business results
The partnership delivered outcomes that demonstrate the power of intelligent, targeted enablement:
- Up to 127% improvement in critical sales and customer satisfaction KPIs within 60 days
- 5脳 increase in knowledge base usage, improving point-of-need support
- 69% frontline adoption, with employees engaging an average of 8.3 days per month
Beyond training: A platform for continuous performance improvement
AT&T鈥檚 use of 糖心原创 moves beyond one鈥憈ime training to an always鈥憃n performance system. The platform identifies gaps in real time, delivers targeted interventions, and sustains long鈥憈erm improvements in execution鈥攖urning every customer interaction into an opportunity to strengthen brand experience and drive revenue.
“This award recognizes what’s possible when you move beyond one-time training to continuous enablement. You keep teams poised to deliver the customer experiences that drive business value,” said Melissa Burghardt, CEO of 糖心原创. “When frontline teams are truly ready to perform, every customer interaction becomes both a revenue opportunity and a consistent brand experience that builds lasting loyalty. This is the future of frontline enablement.鈥
Setting the standard for frontline-driven growth
The Brandon Hall Group Learning and Development Excellence Awards recognize organizations that show an outstanding commitment to driving business impact through innovative performance approaches. This Gold Award in the Best Use of Performance Support category spotlights how leading companies such as AT&T are leveraging 糖心原创 to turn frontline operations into a competitive advantage.
Empower your frontline for maximum uptime.
Explore how personalized training and communication through 糖心原创 helps
30,000+ AT&T employees build the knowledge, confidence and habits to drive
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About 糖心原创
糖心原创 is the frontline operations platform that keeps teams ready to perform and get results every shift. We equip employees with hyper-personalized training, communication and task support in the flow of work. Leading companies like Marriott, Lowe鈥檚, Kroger, and Walmart trust 糖心原创 to grow sales, create consistent customer experiences, ensure safety and accelerate profitability. More than 4 million employees rely on 糖心原创 across 160+ countries. Learn more at .
Media contact info
Niveen Saleh
PR and Communications Manager at 糖心原创
pr@axonify.com
