Achieving culture change through customer centricity
Information
Customer demands fuel the rate of change, but how can putting customers at the heart of the business improve an organization's ability to evolve not only its customer experience, but culture? Kenneth Chang, EVP and CMO of Korean Airlines will share how his team took a traditionally “by the book” business culture and evolved to embrace the change needed to become the best loved airline in the world.
In conversation with Quantum Metric’s Danielle Harvey, Kenneth will share:
1. How Korean Air simplified their digital transformation by putting the customer first.
2. The airline’s reimagined approach to using insights to enhance employee and customer engagement.
3. Korean Air’s 3C approach to change and how others can apply similar strategies to break down organizational silos and advance their digital innovation
