Gary Yorke - "How to Align 69 Different Internal Entities to Achieve Great Customer Success"

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, he transformed the customer experience without additional budget. He also emphasizes the value of transparent communication, agile processes, and strong leadership in building trust and improving public satisfaction.

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