Capability at Scale

When it comes to driving customer outcomes across an organisation, opinions vary widely on how to best to achieve this. Business models, politics and hierarchies all pose challenges but the CX team at Z energy has found a way to make it work for them. Grounded in international best practice approaches to CX maturity, the team is leading the charge towards organisational mindset and practice change through capability at scale.

Join us for this interactive and inspiring training seminar to hear how the team developed and implemented a programme of tailored skills programmes across the organisation to support Z employees impact positively on the Z customer experience, irrespective of their role.

You’ll take away:

• Tangible examples of how to use abstract maturity models and put them into action
• A blueprint approach of how to map capability gaps across an organisation
• Understanding of a measurable, foundational capability baseline from which to launch a CX transformation
• war stories and learnings of what not to do

Who should attend:

• Customer and Employee Experience practitioners
• Learning designers
• Transformation leads
• HR teams

About your trainers

Bronwyn Barberel - Customer Capability Manager