That’s my story and I’m sticking to it: How storytelling in employee research can drive a customer-focused culture

Room 1 | 11:15 am - 11:45 am | Wednesday, February 28, 2024

No matter where your organization is on the customer-centricity journey, listening to and leveraging your own employees’ stories can drive you forward. At Duquesne Light Company, a robust research strategy developed in partnership with Schmidt Market Research enabled the company to amplify the voice of employee to get even the biggest detractors on board with their vision of customer-centricity. The research also led to significant improvements in CX and a compelling new brand narrative. You’ll leave this interactive session equipped with the tools and inspiration needed to unlock the power in your own team’s stories.

Key takeaways:

• Experience the difference between a story and an answer and get tips on how you can encourage storytelling.
• Learn how to leverage human-centered design methodologies to connect employees to purpose and meaning.
• See how you can connect the dots between employee stories and external brand.

Consumers Methodologies Presentation by End-Client