Case study
JT Global
JT used AI coaching conversations to build confident, consistent managers and sustain top-5% employee engagement globally.
Key results
100%
Employee engagement
Increased manager confidence,
Background
JT is building more than a digital future for its customers – it is creating a business where people learn, grow and thrive. With a 2030 vision to be a trusted, world-leading digital business, the organisation believes in the power of people and technology working together to shape the future.
A core part of this ambition is their sustainable people objective: to be an inclusive, great place to work that inspires innovation, improves lives and connects communities.
Challenge
JT measures success through employee engagement. In December 2021, engagement stood at 48, placing the organisation in the top 25% of telcos globally. As an ambitious, forward-thinking company, they set out to move into the top 10%, with a stretch target of the top 5%.
Research shows that inclusive, high-performing workplaces depend on clear goals, growth opportunities, recognition and strong management support. To improve engagement further, JT needed to strengthen people manager capability – particularly in setting objectives, managing performance and engaging employees.
Solution
In 2022, Accelerate - JT’s accredited management development programme - was launched using Learning Pool content alongside workshops, scenarios and coaching. While engagement scores improved significantly, the team recognised the need for a scalable, on-demand way to reinforce learning and support managers in real-world conversations.
When Learning Pool introduced AI coaching conversations, JT piloted them as part of Accelerate. Three AI coaching conversations were embedded as post-module actions, giving managers unlimited access to realistic scenarios where they could practise, receive feedback and build confidence in a safe learning environment.
Implementation was simple: the content was uploaded to their LMS and made available as part of the accredited programme, ensuring strong engagement and completion.
JT plans to expand the use of AI coaching conversations to frontline customer contact teams and is keen to see a future suite of customer service-specific scenarios.
*Employee engagement results on completion of the AI pilot, as at 31st September 2025.
Outcomes
- Employee engagement indicators for goal setting, growth, recognition and management support remain firmly in the top 5%, based on >80% monthly response rates*
- Managers reported increased confidence, capability and consistency in key leadership behaviours
- 100% of managers rated the AI coaching conversations as effective, describing them as "realistic" and "incredibly useful"
“The AI coaching conversations are incredibly lifelike and useful. You can practise real conversations, get instant feedback and use it directly in your development plan.”
— Sarah Gosiewska, Head of Talent, JT
About JT Global
Use Cases
Upskilling
Industry
Technology
Audience
People managers and leaders
Location
Global
Products
