CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 602: How to Establish a Culture of Exceptional Customer Experience

Mart Rovers  (Service Management Coach, INTERPROM)

Date: Thursday, May 4

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Evolving the Customer and Employee Experience, Leading World-Class Teams

Session Type: Session

Vault Recording: TBD

Audience Level: All

"If you get the culture right, most of the other stuff will just take care of itself." -- Tony Hsieh, CEO, Zappos

What is the right culture for exceptional customer experience? And can you establish it in your organization? You can, and in this session, Mart Rovers, a veteran of the service management industry, will show you how, taking you on the journey from diffused culture to aligned culture, focusing on exceptional customer experiences. What do these organizations have in common when it comes to competencies of their team members? What is the knowledge they were equipped with? What was their mindset? Mart will share the four key components that will enable and accelerate this cultural journey, each with its own key activities for you to adopt and adapt. Walk away with practical recommendations to use as soon as you return to the office.