Babilou unified Employee and Customer experience across its international network, embedding structured listening and governance into daily operations with Qualtrics and AKT.
Babilou Family is a France-based childcare and education group operating across 10 countries. Serving tens of thousands of children and families through more than 1,200 centers, consistency of care, trust and service quality are central to its brand and strategy growth.
As Babilou expanded across multiple countries, maintaining consistent quality of care became increasingly complex. In a people-first environment where front educators directly shape the experience of children and parents, employee engagement and family satisfaction could not be managed separately.
The organization needed a unified framework to understand experience across employees and families and embed insight into daily operations and leadership governance.
AKT partnered with Babilou to design and deploy an integrated Employee and Customer experience framework powered by Qualtrics. Rather than running parallel CX and EX initiatives, the program aligned under a single governance model, creating visibility and accountability across markets.
Experience measurement was embedded into onboarding processes, operational reviews and leadership routines, ensuring that insight translated into action at both group and local levels. By linking employee engagement directly to family satisfaction, Babilou strengthened service consistency across its international footprint and created a scalable foundation for continued growth.