A cornerstone of genuine cultural change is that it must be grounded on values relevant to business success and role modelled by senior executives who “walk the talk” in ways directly observable by employees at all levels. The most successful companies are on a journey to define and drive cultural values and leadership behaviors aligned with exceptional customer service. In this session, attendees will:  

• Receive practical methods and tools that support effective culture change
• Learn how to avoid some of the common pitfalls of cultural change initiatives
• Discuss ways to ensure sustainability after the initial sessions
• Involve line leaders in the delivery of the initiative so it is not viewed as an “HR” program