An Unplanned Marathon - Building Business Capability


Roger Burlton

An Unplanned Marathon


Thursday, November 14, 2019


1:45 pm


Regency Ballroom 2


Poor process design that does not consider customer experience can see customers running around seemingly forever if they are to achieve their purpose. What should be a sprint becomes a marathon. This session will illustrate the problem with a personal experience of what not to do if you want customer loyalty.

Learning Objectives:

  • What we all expect as consumers
  • What companies get wrong
  • How can they avoid giving us the runaround?

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