Internal Communications Strategy: Turning Communication into Connection
Creating a culture of transparency, trust, and two-way dialogue
💬 95% active users on boom! | 📊 121K+ blog views | 🧩 Trusted communications = proven business impact | 📣 8.5/10 on inclusive communication | 🌍 71 eNPS
🔍 The Challenge: From Top-Down Messaging to Meaningful Connection
Traditional internal communication often flows in one direction — from the top.
At Reward Gateway | Edenred, we knew that wasn’t enough. Employees wanted clarity, context, and conversation, not just updates. But internal comms had historically been transactional, siloed, and too focused on “what” without the “why.”
In a fast-moving, global organization, this approach no longer worked.
We needed a strategy that scaled with our people and centered them in the conversation.
📌 Background: Building Trust Through Two-Way Communication
As RG scaled globally and navigated strategic change, we set out to redefine internal communication as a cultural engine — not just a channel.
We created a human-first internal communications strategy designed to connect people to purpose, encourage dialogue, and support wellbeing, collaboration, and performance.
Our approach: Move beyond “push messaging” and create a communications culture where listening is just as powerful as sharing.
🛠️ My Role: Strategy, Engagement & Cultural Transformation
I led the delivery of our global internal communications strategy — building trust, driving clarity, and shaping how our people experience change, leadership, and culture.
Key initiatives included:
boom! Overview
How else we communicate
Five Strategic Communication Goals
We anchored our work around five clear goals to ensure consistency and impact:
Inform – Share company news, strategy, and direction
Educate – Deliver timely, relevant campaigns and tools
Inspire – Motivate people to learn, grow, and perform
Connect – Build trust and create shared understanding
Entertain – Celebrate joy and help people love their jobs
Channels & Tactics
boom!: Our central hub for blogs, announcements, toolkits, and celebration moments
CEO livestreams and video Q&As to humanize leadership and break down silos
Digital signage in offices to reinforce messaging offline
SmartHub + social media to extend key internal stories externally
Connect60, What’s Brewing, and monthly newsletters for layered, ongoing engagement
Manager toolkits and localization guides to ensure relevance and reach
Innovations & Cultural Shifts
Flipped the approach from “Here’s what we think you need” to “What do you need to know?”
Encouraged employee-created content, giving people the mic
Supported leadership vulnerability, storytelling, and transparent decision-making
Built in real-time feedback loops to continuously improve communication flow
💥 The Results: Communication That Works — and Works Together
The strategy helped us move from noise to clarity — and from updates to impact.
💬 95% of employees actively engaged on boom!
📊 121,000+ blog views, 17.5K+ reactions, and 500+ stories shared
💡 8.8/10: “I trust communications from the business”
📣 8.5/10: “All voices are encouraged to be part of the conversation”
🌍 71 global eNPS and <10% attrition, contributing to $2.3M in retention savings
🤝 Internal comms played a key role in closing a strategic investor deal in just 3 days
🧠 Clients began modeling their own internal comms strategies after RG’s approach
❤️ Why It Matters
When employees feel heard, they stay.
When they understand the “why,” they support change.
When they’re given the mic, they amplify what matters most.
This isn’t just about how we communicate — it’s about how we connect.
And with 95% active engagement, industry-leading trust scores, and real business results, the impact speaks for itself.
