Case study: Coventry Building Society’s customer-first journey
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The role of the empowered employee to drive a successful customer-centric company culture
Rachel Haworth is the Customer Experience Director at Coventry Building Society. In a presentation at the Customer Experience Exchange for Financial Services she held an insightful presentation on creating an internal customer culture.
She highlights that a customer-first culture cannot exist without empowered employees at the heart of it – and how you can get them engaged with the strategy and company.
Watch the full presentation below.
