When it comes to Customer Experience, there’s a real risk that energies and resources will be directed only to technology and design. In this presentation, international speaker and author Steve Simpson will show that a genuine shift to CX requires organisations to focus on workplace culture as a key part of the change initiative. Steve will share his research into how culture impacts on performance and will introduce his concept of UGRs – Unwritten Ground Rules. You will learn how the UGRs concept has been used to transform workplace culture in organisations across the world. Most importantly, Steve will show how to shape the UGRs and culture to ensure the benefits of a CX initiative are maximised.
Steve Simpson, Keystone Management Services