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Leading A Multi Generational Team Delivering The Customer Experience Journey

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Video ThumbnailIn a multi-generational workplace, connecting, engaging and leading a team that is united, delivering a consistent superior service experience is a key challenge to the customers of today who span six generations. Over two decades of research dedicated to the customer experience and service delivery

In a multi-generational workplace, connecting, engaging and leading a team that is united, delivering a consistent superior service experience is a key challenge to the customers of today who span six generations. Over two decades of research dedicated to the customer experience and service delivery, Michelle shares her knowledge of the generational drivers in customer expectations and service delivery including teamwork and leadership unity. Real case scenarios delivered in a fun and authentic manner will have you writing up your action plan on the back of the napkin, with aha moments and realisation of why the culture in your organisation is not what you had imagined.

In this presentation you will learn:

  • Multi-generational customer expectations and service delivery
  • How to optimise the potential of your team
  • Equipping your team to deliver a superior customer service experience
  • Understanding the importance of a united leadership team
  • Discovering the generational diversity in your workplace

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TRANSFORM & THRIVE


The rate of change is accelerating, and people are struggling more than ever with the uncertainty and volatility of these times. The riskiest thing to do right now is what we have always done. The present calls for a new way of thinking, and a re-invention of the old ways.

The Transform and Thrive Online Speaker Showcase aims to ignite the spark for change. Eight speakers will share how we can focus on what we can control to transform our behaviours and methods – and provide you with the tools to tackle the new business world head-on.

This showcase is made up of industry experts and speakers who will unlock the small changes we can all make each day to thrive in these challenging times.


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