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HRINZ Conference 2004 Shifting the Thinking
HRINZ Conference 2004 Shifting the Thinking
next practice in people management

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concurrent workshops (HR Interactions)

Change, change and more change

Marsha Sussman

C2 HR’s Contribution to the Business: creating a winning customer experience

Marsha Sussman, Global Partner,
Mercer Human Resource Consulting

Customer experience management is an imperative. Delivering on the brand promise is about creating a winning customer experience – building the brand one customer and one employee at a time. This is where HR can contribute.

Successful delivery of superior customer experience at key moments of truth has significant bottom-line impacts. Well-calibrated delivery is elusive, and the stakes are increasing as consumer expectations rise and options proliferate. Delivering a superior customer experience requires understanding customer priorities, customer economics, and service levers.

Employees are a critical – but often under-emphasised – lever for improving the customer experience and reinforcing the brand. Because it is difficult to replicate, getting the employee angle right can become a point of strategic control… and drive value growth.

HR’s strategic skills in facilitating and managing these changes in organisational culture can have powerful effects on an organisation at its most fundamental level – the end customer.

Session Indicator





Grunt Factor: 

Hard business




Presentation 40%; Q&A 20%; forum 40%



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