Alexander Zeitz

Senior Director of Global Operations, Experience & Belonging Virgin Voyages

Day 1 (24 February)

2:40 PM CASE STUDY: Culture by Design, Not by Default

Customer-obsessed cultures are rarely an accident. The organizations delivering the strongest customer experiences are intentionally designing cultures that break down silos, encourage collaboration and ensure technology strengthens, rather than compromises, CX.

This case study explores how one organization embedded a culture where every decision starts and ends with the customer.

• Happy employees, happy customers: less bureaucracy, more authentic care

• Breaking down the 'messy middle' of the CX function and promoting organization-wide ownership of CX

• The real leadership challenge: embedding customer-first behaviors, not just customer-first values

Check out the incredible speaker line-up to see who will be joining Alexander.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com