Tuesday, June 1, 2021 - 01:00 - 01:40

How to embed a CX culture into your business

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How to embed a CX culture into your business

Tuesday, June 1, 2021 - 01:00 to 01:40

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One of the biggest challenges for customer experience leaders is driving cultural change. Here, two CX leaders share lessons from their own drive towards customer-centricity. 

There’s a well-known and well-referenced Grant Thornton and Oxford Economics report from 2019, in which it was found that organisations with ‘healthy’ customer-led cultures are 1.5 times more likely to report average revenue growth of more than 15%. There are also countless studies about the benefits to employees of having an organisational culture that’s customer-led.

In this session we speak with two customer experience leaders from two very different sectors – Paul Harris, head of customer experience for UK housing association, Curo and Sonja Hild, customer service director for Netherlands-based multinational home applicances supplier, BSH Group – about their drive to ensure their respective organisations’ culture is customer-centric.

We discuss:

  • Why customer experience is a core focus in their businesses.
  • What we mean by a CX culture in business and what the benefits are.
  • The hurdles of trying to make CX a focus across an entire organisation.
  • Why culture is a CX professional’s mandate within an organisation and whether CX professionals can have an impact on culture without their senior executives leading the way.
  • What advice Sonja and Paul have for fellow customer experience and customer service professionals who want to actively instill a CX culture into their own organisation.

Session brands:

BSHCuro Group


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