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An Onboarding Experience for Frontline Employees Case Study

The Challenge:

High turnover at the entry level was negatively impacting FLEETCOR's productivity and employee morale, causing an inconsistent on-boarding process across geographic locations, and creating mentality-of-practice silos.

The topline goal was to design and implement an employee experience ensuring an engaging and effective onboarding process for all locations that would positively impact retention and productivity.

Our Solution:

A cohesive 12 week on-boarding experience, including:

  • Cross-functional collaboration between stakeholders – Talent Acquisition, Human Resources, Learning & Development and Hiring Managers
  • The Modern Learning Model (70/20/10), powered by Jubi (please see the video at right), a microlearning performance framework for sustaining the learning, supporting higher engagement during the first 12 weeks.
    • 70% - Completion of exercises, activities and applying the company values daily
    • 20% - Interaction with manager and peers via Jubi microlearning platform
    • 10% - Orientation Day
  • Week-by-week plan for participants with learning milestones, planned activities all packaged in a tabbed binder for easy tracking of expectations
  • A Playbook for leaders tying them to the 12-week program to ensure connection support for new hires
  • Consistent messaging anchored in company values, supported by a visual theme and concise, focused text

The Outcomes:

  • 90-day attrition rate: Decreased by 48%

  • Higher cross functional engagement positively impacting employee morale and creating committed community of stakeholders

  • Higher employee retention for frontline employees

  • Shorter employee ramp-up time to productivity

WATCH VIDEO: The Modern Learning Model (70/20/10) powered by Jubi (3:01)

The Modern Learning Model (70/20/10) powered by Jubi

“Clearwater Consulting Group is a trusted advisor and has touched just about every part of our organization. Initially, they were charged with developing a program to train frontline managers to become great managers. It took off so well that Clearwater subsequently created a great leaders program that they facilitated with leaders in our overseas offices, then in the United States.This led us to realize we needed a change transformation for our sales organization. Not only does Clearwater collaborate with us to develop programs for training and change, they help us measure the results — that is key for our organization.”

Crystal Williams, CHRO, FLEETCOR

A Leadership Program for Established and Emerging Leaders Case Study

The Challenge:

CIO’s succession strategy created a desire to prepare 150 mid-level people leaders to embrace and embody skills for next-level leadership.

Specific goals included team performance improvement, leadership skills training for IHG's established and emerging leaders, and building more trust and collaboration to improve effectiveness, accountability, and overall business performance.

Our Solution:

5-month Leadership Development Program with an eye on VUCA (Volatility, Uncertainty, Complexity & Ambiguity) readiness, including:

  • Instructor-led training with cohort pods for sustaining the learning between workshops
  • 360 Feedback for self-awareness and development
  • Birkman assessment
  • Team Leadership - Lencioni’s 5 Behaviors of a Cohesive Team
  • Coaching Skills
  • Situational Leadership
  • Navigating Change, Leading with Agility
  • Navigating a matrix environment
  • Graduation ceremony upon program completion

The Outcomes:

  • Improved team effectiveness and accountability

  • Consistency in leadership frameworks and common language

  • Embracing healthy conflict and the value it brings

  • Cross-functional collaboration building trust and better business results

“The Clearwater team has been invaluable on this change and training project. They are able to negotiate complex situations, translate everything into meaningful design, and are great relationship builders across the organization. They challenge our assumptions so artfully we don’t even realize it’s a challenge!”

Liz Freedman, Director, Americas and Global HR, InterContinental Hotels Group
Andrea Hopke headshot

“As people learn to recognize their own strengths and weaknesses, understand the challenges that are facing their peers and the degree to which these reflect their own challenges, they gain insight into the larger organization”

Andrea Hopke

A High Potential Leadership Development Program Case Study

The Challenge:

Considering the rapidly evolving context confirmed by the Information Security division at Turner, the CISO desired to develop a deep bench of talented leaders focused on delivering complex initiatives collaboratively across the company.

Turner needed their emerging leaders within the Global Technology & Operations Information Security Office (ISO) to move from a purely technical skills and tactical mindset to one of enhanced communication and people skills.

Our Solution

A seamless 9-month Leadership Development Program that paired custom workshops, designed and delivered by Clearwater, with Turner branded L&D content delivered by Turner. We married 4 half-day Clearwater practicums to 3 half-day Turner workshops for a robust program anchored in self-awareness and developing the art of influence and problem-solving skills.

Components of the program included:

  • DiSC behavior assessment tool for effective communication
  • 360 Feedback for self-awareness and development
  • 1:1 Executive Coaching
  • 7 Instructor led practicums and workshops
  • Custom designed content
  • Self-led cohorts for problem solving practice and sustained learning
  • Management support between sessions

The Outcomes:

  • Individual Development Plan

  • Enhanced problem solving capability

  • Greater self-awareness and management of blind spots

  • Higher level of confidence managing up

  • Appreciation for others on team; intentional commitment to valuing diversity

  • Greater understanding of the impact of unconscious bias

"Clearwater helped me develop the types of skills I needed to evolve from managing people to leading them. When it was time to craft a leadership development program for my team, I chose Clearwater. They worked with our corporate development team and my senior leaders to develop a seamless program that leverages in-house training supplemented with Clearwater’s innovative custom training – all helping to build our next generation of leaders. You know the training is working when you see your team use the skills, language and techniques taught by Clearwater to achieve success - right before your very eyes.”

Pete Chronis, Senior Vice President, CISO, Turner

A Team/Team Leader Performance Enhancer Case Study

The Challenge:

After Silverpop was acquired by IBM, the Senior Director of Marketing Operations and her team were charged with an audacious goal of accelerated growth while navigating a larger more complex company.

The team was challenged to deliver timely solutions and align business imperatives to this new, cutting-edge marketing operations platform and services across all of the IBM organization.

Our Solution:

A year-long coaching program for the Senior Director and her team of twelve. Content was designed to uncover team-related growth opportunities for the leader while enhancing team dynamics and strengthening communication across all members of the team.

Elements of four workshops:

  • 1:1 Coaching of leader
  • 4 half-day team offsite workshops delivered quarterly
  • Team Leadership - Lencioni’s 5 Behaviors of a Cohesive Team
  • DiSC assessments for self and other awareness
  • Engaging exercises for real time application of frame works

The Outcomes:

  • Greater team commitment and productivity

  • Comfort with peer to peer accountability; less triangulation

  • Minimization of silo work and newfound commitment to shared team goals

  • Renewed appreciation between team members; increased trust

  • Leader and team conscious of the value of adapting communication style for enhanced engagement

  • Faster ramp-up time for team

  • Leader promoted to next level

"As a team, I thought we trusted each other before, but having experienced the Clearwater process for creating cohesive teams, I realized we were just scratching the surface — we are now more aware of what real trust can look like. And with this framework, this work is sustainable!”

Talibah Mbonisi, Senior Director, Transformation and Web, Watson Customer Engagement at IBM

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