CASE STUDY CUSTOMER-FOCUSED CULTURE WORKSHOP Large insurance firm ALL OF THE BOARD MEMBERS I SPOKE WITH WERE HIGHLY APPRECIATIVE OF THE EVENT, AND THE OPPORTUNITY IT GAVE THEM TO FOCUS ON THE BENEFITS OF A GREAT CUSTOMER- FOCUSED CULTURE. Group Legal & HR DirectorCHALLENGE • The client, a large insurance provider, had received a record fine from the FCA for historical sales problems in the UK. • They needed to undertake a comprehens

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