Case study: Coventry Building Society’s customer-first journey

Posted: 07/05/2017

The role of the empowered employee to drive a successful customer-centric company culture

Rachel Haworth is the Customer Experience Director at Coventry Building Society. In a presentation at the Customer Experience Exchange for Financial Services she held an insightful presentation on creating an internal customer culture.

She highlights that a customer-first culture cannot exist without empowered employees at the heart of it – and how you can get them engaged with the strategy and company.

Watch the full presentation below.

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