Engaging your audience takes consideration. If you truly want to engage people across different cultures, you need to change content, messaging and even tone of voice for each audience. But being responsive to the customer and their needs can lead to incoherence and fragmentation from the provider’s perspective.
Janet will take us through developing a cohesive narrative for organisation – drawing on her experience of leading communications for GlaxoSmithKline (GSK) – and the importance this plays in delivering a seamless customer experience .
This session will provide you with tools and ideas to clarify your organisation’s narrative and adapt this to the customer. The session is particularly relevant to those leading or managing a multi-channel digital presence, especially in the context of a global organisation.