Case Study: Luxury Goods Leader in Dubai achieves improved productivity and customer service with Pearson English ONE

Luxury Goods Leader - Customer Case Study

A premier, privately held luxury goods group headquartered in Dubai—managing brands such as Gucci, Armani and Ferrari and operating across 12 countries with more than 9,000 employees from 100+ nationalities—faced a challenge of maintaining consistent, high-level customer service and operational efficiency across a highly diverse workforce. Company leaders identified a single business language (English) as critical for inclusivity, brand consistency, talent development and process efficiencies in a region where local ownership rules and cross-border partnerships shape retail operations.

To address this, the Learning & Development team deployed Pearson English Business Solutions’ ONE: a scalable, blended web-based program with instructor-led and virtual training, executive coaching, competency frameworks and centralized dashboards. Piloted with 50 automotive staff and rolled out to about 800 employees, the program delivered measurable gains—100% of learners reported applying skills on the job, an average productivity improvement of 2.5 hours per week, clearer email communication that reduced meetings and costs, improved customer–technician interactions, stronger career paths and succession planning; 100% of managers agreed English is core and 93% saw improved employee communication.