Michelle Pascoe

In a multi-generational workplace, connecting, engaging and leading a team that is united, delivering a consistent superior service experience is a key challenge to the customers of today who span six generations. Over two decades of research dedicated to the customer experience and service delivery, Michelle shares her knowledge of the generational drivers in customer expectations and service delivery including teamwork and leadership unity. Real case scenarios delivered in a fun and authentic manner will have you writing up your action plan on the back of the napkin, with aha moments and realisation of why the culture in your organisation is not what you had imagined. In this presentation you will learn: • Multi-generational customer expectations and service delivery • How to optimise the potential of your team • Equipping your team to deliver a superior customer service experience • Understanding the importance of a united leadership team • Discovering the generational diversity

Memories are the link between our past experiences and the present, that can be triggered by a thought, word, smell, even an ad on TV. Did you know that in our brain we have one centre for rational thinking and five emotion centres. It only takes a 12th of a millisecond for our emotion sensors to react. As providers of the brand experience and creators of memories, no matter what your product or service offering is, you need to connect the head and the heart, having your customers experience the emotion, not just be exposed to it. It is about you making a promise to the customer and following through on that promise, creating a lasting impression. With over two decades in business Michelle brings her wealth of knowledge and experience, understanding that at times you just can’t wait for evolution you have to be a revolutionist. In this presentation Michelle will share tips and strategies on: • Brand audit and actions • Competitor Analysis • How to own your brand

Moving up from frontline to management is a role sought out by many, once achieved it can at times have you feeling “caught in the middle,” with peers who were once your friends waiting for you to make a mistake or expecting favouritism while managers scrutinise your every move without providing the support they promised. Developing your skills as a caring and intentional leader are critical and it starts from day 1 as your behaviours and actions are being watched by your team. Don’t choose the path of least resistance or believe what others think about your abilities. Take control of your life’s journey and choose the life you want and deserve in your role as a leader. Once you’re aware of your true potential, it is the goals that you set in place that achieve your purpose in life. This presentation will take you on a journey to seize the opportunities in your life, seeking them out, even creating them by stepping up with confidence.