Paul Cuglietta

In 2019, Paul walked into his new role and was shocked to observe the behaviours instilled into the team he inherited. It was clear that a culture of trust was lacking which Paul urgently needed to rectify. As well as this, Paul identified that all agents had one sole responsibility each, and there was a gap to be filled in order to unlock multi-skilled staff that could work across siloes to build a more cohesive culture.  

In this session, you will hear Paul’s story on how he successfully took his people with him on a large transformational journey, and how he got it right for his employees so they could get it right for their customers. Paul’s efforts resulted in an 8.1 internal engagement score, a respectable 4.5 Trustpilot score and 95% satisfaction on customer surveys. If you would like to see those metrics replicated in your organisation, don’t miss this session!