Love and Marriage: Customer and Employee Experience Activation
Angela Howard, Director, Talent Management & Culture, Kaiser Permanente

In the midst of an acquisition, Kaiser Permanente – Washington (KPWA) took a unique and intentional approach to join up their member experience with the employee experience – an overdue union! Join KPWA in discovering the power in partnership to tackle getting to the minds and hearts of our most important assets.

Attendees will walk away with real tactics around “landing the plane” on customer experience and cultural transformation.

You will learn:

  • How to build a deeper emotional connection between the customer and employee
  • How to build the right capability for employees to internalize and personalize what great service looks like through daily connections
  • How to get past “training” and pull down the barriers of cultural change
Elevating Your Employer Brand

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