Conference Day One
Tuesday, November 26th, 2019
Carl’s vision is to create an organisational structure and culture, which drives the customer experience as a business-wide concern where everyone understands customer needs. Hear about the thought process behind Carl’s latest restructure that combines the previously separate business, account and customer experience teams into a new commercial team which sits under a new Chief Revenue Officer. Furthermore, better understand the metrics and KPIs put in place to measure its success.