Customer Contact Week Europe 2019

Jan Smets


Director Retail and Customer Care
bpost


2:35 PM CASE STUDY: Driving front line behavior to install Customer oriented change - a bpost case study

“Change is easy. Now you do it”. This session focuses on bposts long term leader-led program to install a customer centric performance culture in its front line positions (branches and contact center), by focusing on the right behavioral attitudes
Key Take aways:
  • Overall framework – blueprint – approach - outcomes
  • Case based insights on how a large and complex organization customized a program to develop a leader led journey of steering employee behavior towards 
  • Lessons from the trenches: proven successes and pitfalls


Check out the incredible speaker line-up to see who will be joining Jan.

Download The Latest Agenda