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Lead: Transforming organisation culture

Your organisation's culture will determine whether you achieve your strategic ambitions. Culture is critical and needs active management, whilst leadership is imperative - it’s fundamental to success for a customer-centric organisation. Leadership gives light to the vision of organisational culture, aligns everything from strategy to execution and ensures that resources are in place to deliver the desired outcome.

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You will need to prioritise investing in the people, structural, cultural, technology and process dimensions that support your customer-centric framework.

How we helped Gas Networks Ireland deliver an award-winning service

We worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to award-winning service

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Organisation culture in focus

Central to business success is the support and strengthening of organisational culture. In particular, influencing and guiding what’s important, what’s not, what choices are made, how they’re made and the values that are applied.

Improving your organisation’s culture and the experiences you manage usually involves change - something must transform to keep up with a constantly evolving environment. You’ll need to equip your organisation to handle and manage the change to support your transformations. We can guide you through the process!

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We don't stop at culture. Our experienced team will help you to identify hurdles, blockages and opportunities to unlock customer-centricity within your organisation. We'll help you assess where customer experience is being enhanced or adversely impacted across your organisation, enabling you to direct your resources and change efforts to achieve the maximum return on investment.

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Want to know more about transforming your organisation's culture?

Clients we've helped

We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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We worked alongside Allianz supporting the development of a road map to customer centricity.
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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We design and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous improvement initiatives.
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Start the conversation

Get in touch with the W5 team about customer experience management or chat with us online.