Conference Day Three
Thursday, July 1st, 2021
How well your people work together fundamentally influences the experience that they create: unhappy staff tend to create unhappy customers. But how do you create a culture which puts a great customer experience at its heart?
Ask most leadership teams what they mean by 'culture' and you will likely get a range of different answers. What's more, most businesses lack not only a shared language through which to discuss culture, but also meaningful data through which to measure it. This makes culture impossible to describe, let alone develop.
In this intensive workshop, Phil Lewis will explain what culture really means and its commercial impact. He will help you diagnose the issues that you face in CX, and plan a practical cultural management strategy to overcome them.