Customer experience is no longer viewed solely as a support function, but increasingly as a core driver of growth, profitability and long-term customer value. The challenge for many organisations is embedding customer-centric thinking across the business in a way that consistently delivers both commercial and customer outcomes.

Drawing on leadership experience scaling Coventry Building Society through its acquisition of The Co-operative Bank, this session explores how organisations can align service, culture and governance around shared customer outcomes during periods of significant transformation and growth. It will examine how customer experience can support commercial performance while maintaining trust, purpose and long-term loyalty at scale.

• Positioning customer service as a driver of growth, productivity and profitability
• Aligning teams, culture and operations around shared customer outcomes during transformation
• Balancing commercial performance with long-term trust, loyalty and member-first thinking