Monika Lutke-Daldrup, Head of Consumer Services, Lego presents on how continuous Improvement starts with the management and under their leadership works down through the organisation. Improvement also requires a high degree of change and change management is a vital piece of the continuous improvement puzzle.
In this interview, Troy shares his thoughts and views on delivering a service culture whilst still keeping costs at where they should be to drive profitable ROI on customer initiatives
Bob Simmonds, Senior Vice President, Worldwide Travel Operations, Disney Destinations, shares Disney’s perspective on what’s important to create memorable experience for their guests. Bob’s unique insight helps explain how Disney creates guests who absolutely love the brand, and who are consistently delighted by their experiences.