Shift mindset towards Customer Centricity

Potenziare il Focus Organizzativo sul Cliente


  • fostering a customer mindset from day 1
  • understanding how to support our customer experience
  • giving recognition for great customer service showcasing examples of employee actions that create excellent customer experiences

Aware of customers’ ever-changing behaviour, we wish to place them at the heart of everything we do. This is why even the processes related to our people, from recruitment and training through to performance management, will increasingly include customer orientation.

We are developing a new approach for the entry of new hires that includes a period of professional experience at an agency or in a department that has contact with customers. Our goal is to promote a customer-oriented mindset from day one, to understand how to support their experience and to reward our employees for their excellent customer service.

Employee engagement