Achieving culture change through customer centricity

Achieving culture change through customer centricity

Keynote - Hall 12 - Airlines
Fireside Chat
Customer ExperienceDigitalTalent and People

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


Quantum Metric12-90As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centric culture, helping business and technology teams align faster on customer needs and prioritize the opportunities that will drive the most value. Today, Quantum Metric captures insights from 29 percent of the world’s internet users, supporting globally recognized brands in retail, travel, financial services, and telecommunications. In January of 2021, Quantum Metric secured its place as a tech unicorn with an above $1 billion valuation and a $200 million Series B funding round. For more information about Quantum Metric, visit quantummetric.com

Registered attendees

Andy Lui
Andy Lui
Head of InnovationSkyTeam
Christina Kanaki
Christina Kanaki
Group Product Marketing ManagerAegean Airlines
Danielle Harvey
Danielle Harvey
VP, Travel & Hospitality StrategyQuantum Metric

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