Why are customer experience and culture interconnected and critical to realize your growth potential?  Because the emotional connection you create with customers depends on the behaviour of your employees to deliver meaningful and memorable experiences that get beyond the functional benefits of your products or services. Evoking emotions along the customer journey requires leadership attention to the behaviours you want to nurture for how employees show up with customers and with one another.

Join this session to learn actionable ways to accelerate your growth flywheel for your company based on the CX and culture connection.  Prioritize the right places to focus for Better, Faster, and Cheaper.  Identify how to focus on the right emotions to create peak experiences along the customer journey that bring your brand promise to life.  Define the right employee behaviours to evoke these emotions along the customer journey and select the right approaches to reinforce these employee behaviours as regular habits.  Learn how you can evolve your approach to customer listening to reinforce the linkage of customer experience and cultural behaviors with business outcomes.