Maarit Lappalainen

Maarit is responsible for both the customer and employee experience. Her vision is to develop a behavioural culture to bring a whole new way of working and thinking. Learn about Maarit’s CXEX initiatives including monthly development forums, which enable young teams to generate ideas for the business. Understand how she overcomes expensive customer experience initiatives and encourages the leadership team to lead from the front in areas of employee coaching and guiding. Discuss the importance of behavioural psychology in understanding real frustrations and aligning them with personal development.