Yvette Mihelic

General Manager – On Demand Transport
Transdev Australasia

9:30 AM Building Purpose to Inspire Your People to Drive Customer Experience

Richard Branson stated ‘clients do not come first, employees come first,’ but what’s the rationale behind this? There is a direct connection between employee experience and the customer experience, however many organizations still refuse to make employee experience a priority. Instead the focus still remains on shareholder value, the bottom line and the customer experience without consideration to the implications of poor employee experience on all of the above. The cost of employee disengagement is estimated to be $70bn annually and therefore it is critical for this to be addressed.

What the workshop will cover:

  • Learn and discuss what culture is and how to create a culture that aligns employees to be customer-centric
  • Develop a quantitative and qualitative understanding of how employee engagement is connected to both customer experience success and overall improved business performance
  • Learn best practices across of employee engagement, including how to build employee listening systems and evaluate the impact employees have on customer interactions
  • Understand the key principles for driving customer experience improvements across organization
  • Gauge the strengths and weaknesses of your organization’s employee experience efforts
  • Learn how to activate senior leaders and middle managers to fulfil their part in engaging employee

How you will benefit:
  • Create a workforce of super-staff that are proactive to customer needs
  • Improving your customer experience with staff who are invested in the success of your business
  • Build an understanding of the link between engaged employee and high performance


Check out the incredible speaker line-up to see who will be joining Yvette.

Download The Latest Agenda