Steve Tendon Speaks at the Customer Excellence Conference 2016

Steve Tendon has been invited to talk at the Customer Excellence Conference, 2016 to be held at The Palace Hotel in Sliema (Malta) on Friday April 8, 2016.

Steve Tendon will deliver a talk entitled “Designing the Customer Experience from the Inside-Out.” The main argument is that organizational performance and processes highly impact the customer journey, especially when there is a sequence of touch-points in a larger process. Demand shaping, responsiveness, employee motivation are some of the topics explored. The importance of internal coordination and synchronization and exchange of information to better support the customer experience is highlighted.