World of Business Change founder Sarah Barrett will be delivering the following one day course on 26th November 2015.

Stop, Listen, You’re Getting Feedback. Can You Afford Not To?
Optimise Customer Insight To Drive EBITDA Performance

Successful change is driven by 80% engagement and 20% process. You can have the best project plan in the world but without the right people with the right behaviours who are truly listening to customers, failure is a certainty.

Customer insight is the most valuable source of often ‘free’ information that a business can receive and yet it is rarely used to its full advantage.


This learning event will arm you with the strategy, tools and techniques needed to drive financial and added value return from your customer insight.

Analysing your current insight model.

Identifying insight sources that will shape the future operating model.

Using Net Promoter Score to underpin financial business case and return on change/customer investment.

Using RACI modelling for efficiency and optimisation.

Linking remuneration with customer driven improvement.

Who Should Attend:-

Leaders and their Teams who are about to embark on a change process. The content is scalable and the methodology is transferrable from small scale projects large scale transformation programmes. It is incredibly valuable to have practitioners and leaders in the room from the outset.

Learning Event Style:-

Engaging, interactive and energising using a mix of sharing best practice through examples from sectors where this methodology and approach has delivered significant results. Coupled modelling workshops.

Most importantly you will walk away with a tool kit that you have created that can be applied to your business.

Core Capabilities:-

Design and development of strategic transformational change programmes

Target operating model design and optimisation.

End to end change project leadership.

Application of business transformation methodology.

Integrated Marcomms strategies and customer experience.

Embedding cultural change at strategic and functional levels.

In sourcing/out sourcing including TUPE and Unionised workforces.

Development of change interventions and collaboration activity.

Stakeholder and matrix engagement.

Duration and format

This is a one day course, starting at 0900 hrs and finishing at 1630 pm


Nov 26, 2015


International Business Centre, Delta Crescent, Warrington WA5 7WQ

Early booking is recommended. For more information and to book a place please click here.