Presentation by Helen Zuurmond, Head of CRM and Customer Services, Hema

We work so hard on our customer–centric branding and our customer-first approach but what does it actually take to embed these things as behaviour within the organisation? This session will look at customer-centricity from the inside out and talk about the important questions about internal process and culture that need to be addressed if you want to BE the customer brand that you say you are, and what it will take to remain relevant in the future.

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