In a world where customers are increasingly considered stakeholders, cultivating a customer-centric culture is of the essence for any organization. 

For our client at Amway, this cultural transformation came on the heels of major executive leadership changes, and with that, a need to shift their organizational mindset from their historic business owner focus, to a customer-centric focus in order to fulfill on their new corporate vision for customer experience. 

Watch as Miranda Kaltenborn and David Robbins join Drew Finos, Market Research Analyst, Amway Corp., present on this case study which was honored as the 2020 CX of M Industry Best Practice Award for "Understanding the Customer."


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