2. Making CX happen… It’s always about the people

3. ABCG senior team & client roster Mike Ashton Former board member & CMO of Hilton International. Carl Davies Former managing director of Meridian Consulting. Sample client roster

4. More importantly…

5. Why CX? Because that’s where the money is 20% 97% Critical to competitive difference and bottom line Estimated revenue loss from poor CX +43% Gain in returns for CX leaders. -20% for CX laggards

6. Why CX? Because it’s what customers want 49% 44% SwitchPay more 89% 86%

7. Jargon buster: Customer experience People Process Physical Price Product Delivery: Joined-up & consistent

8. Good isn’t good enough People Process Physical Price Product Brand: Experience matches expectation

9. Which means that…..? People Process Physical Price Product ? ? ? ? ? ?

10. Simple! 5 presidents 25 vice presidents 250 hotel managers 76 countries 250 desk managers 750 shift supervisors 2500 receptionists Reality Promise

11. What the experts say “Listen to your employees” “Map the customer journey” “Understand your customers” “Create a golden thread” “Align digital to brand” “Spend time in the field”

13. It’s always about the people

14. Leadership Belief & behaviour 80% Capability Waste & blockers 10%

15. Leadership Convince: prove it Business case Realistic plan (prioritise) Accountability Collaborate: own it Simple, shared vision Cross functional teams Shared reward Communicate: share it Involve everyone early Delegate decisions Trust, coach & support

16. Capability Blocker #2: manage it Line managers actively involved Outputs monitored & managed Blocker #1: lead it Build capability top down Build COACHING culture Blocker #3: tailor it Blend: class, in-job, remote Repeat ~ reinforce ~ reward

17. No-one said it would be easy! Jurgen Hintz Former Divisional President Procter & Gamble “The future goes to those who make things happen”