Join us for an exclusive premium case study with Clare White on EX, CX and B2B
It has long been held that employee and customer experience are fundamentally linked in nature. Where there is a consistently positive employee experience, there is a high likelihood of positive customer experiences and healthy business performance.
I am going to share with you a story about how culture transformation and a focus on employee experience turned a business around from decline to growth. Catalina is a highly successful global shopper activation and loyalty solution provider, with three of the top four grocery retailers in their client portfolio. In 2018, the business was in a state of decline having experienced three consecutive years of double digit growth.
Revenue was declining. Client sentiment and NPS were declining. Operational costs were increasing with ongoing firefighting due to multiple system issues and increasing human errors. Attrition and sickness were increasing. The business was becoming a very challenging and toxic environment to work in.
Unsurprisingly, Catalina encountered a change in leadership – an outgoing Managing Director with no replacement, permanent or temporary. The business was at crisis point.It became clear that there were fundamental issues across the organisation that required urgent attention. The question to answer was, with a temporary leadership team hastily put into place, how were we going to identify what needed to be done and how were we going to do it?
Join my case study presentation to find out how we solved this problem by embarking on an employee inclusive culture transformation journey.
By attending the case study presentation, you will learn:
The impact of declining employee experience on customer metrics and business performance.
How to engage senior stakeholders in a case for business change.
How to gather and harness the power of open and honest employee feedback to inform strategy.
How to engage employees in a future vision of your company culture and employee strategy.
How to create a transparent roadmap for change that is embraced by employees.
The essential elements for embedding culture change.
Mistakes made and learnings applied.
The overall benefits of culture transformation on business performance.