23-25 May, 2017| Novotel Sydney Central, Sydney, Australia

Simon Woodward

Director, Global Service Delivery Australia
American Express Global Business Travel


1:10 PM Accelerating Cultural Change Through L&D Partnership

The Service Delivery arm of American Express Global Business Travel is currently undergoing an organisational transformation as it moves from a traditional management hierarchy to a flatter holacratic structure. This new team organisation will allow service decisions to be made on the spot, streamline interactions and ultimately drive a higher level of customer satisfaction. The benefit of such a structure is that it’s flexible, helping to shape the service experience in accordance with evolving customer needs.  This new structure is turning preconditioned behaviours on its head and L&D is playing an integral part in ensuring successful transformation across a geographically dispersed workforce.
 
Simon will draw on his experience partnering with L&D and discuss:
 
·         Training a high number of virtual employees without impacting the daily operation and customer experience
·         Design of the new multi channel learning curriculum
·         Keeping nimble as the needs of the business change to ensure the right output


Check out the incredible speaker line-up to see who will be joining Simon.

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