Embedding a culture of innovation and customer-centricity

Business as usual is no longer an option to survive these unprecedented times. Innovation can help organisations address the conundrum of delivering quality services within increasingly tightened budgets.

In this session, we will ask how the mindset and expectations of customers are changing in a post-COVID world. How has the pandemic impacted how customers want to be served and communicated with? Are digital trends accelerating and how do we prevent people getting left behind? How is the employee experience changing?

You will hear the transformation journeys of two leading organisations and understand how they are tackling the challenges of delivering a great customer experience in these unprecedented times.