Driving Cultural Change to Improve Customer Experience

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How do you align the brand strategy with front-line customer experience in a market where the perception is so at odds with the reality?   As the focus shifts from price to engagement and retention, who is doing this well in the insurance sector and what role can rewards play in giving good customer outcomes.

Speakers Include:

Adele Bradley, Capability Consultant, Best for Customer Programme, Direct Line Group

 

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