Former Group Head of Customer Engagement
12:50 PM Transforming Your Staff Into Customer Advocates Through A Cultural Transformation Driven By The Voice Of Employee
Companies that excel at CX have 1.5 times as many engaged employees as do the laggards. While the culture and engagement piece has been a focus for CX leaders for a while, the challenge of the task is emphasised by the small number of organizations that have actually got it right. This session offers you the opportunity to learn from one such organization with the leader sharing some tangible strategies and initiatives that you can adopt to build customer advocates that operationalize your CX strategy across the organization.
- Understanding the needs and motivations of the workforce through surveys and analytics
- Attitudes and attributes that build an engaged workforce
- Empowering the staff with tools and support frameworks to help them deliver on organizational outcomes