Les Mills Case Study: Attracting Gen-Z as Consumers and Employees by Setting a New Standard of Customer Excellence

Cutomer Engagement Transformation Conference
Carl McCartney, Customer Experience Director, Les Mills

Customer demographics are changing, and if you have not already done so, the time has come to turn the focus to Gen-Z. This generation will dominate the customer base, as well as the job market in years to come, and despite this, when it comes to building a strategy to attract them, they almost remain a mythical creature with different consumer behaviours as well as career aspirations and expectations compared to preceding generations. At a time when CX and EX go hand in hand, don’t miss this exciting exploration of how customer experience strategy must evolve to both futureproof the workplace as well as the service.

• Becoming a purpose-driven organisation to connect with a purpose-driven generation

• Exploring how emerging technologies are shaping the future employee experience as well as the customer experience

• Investing in and developing internal stakeholders to better bridge the growing skills and talent gap

Carl McCartney

Les Mills Customer Experience Director

Carl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.

This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.

Les Mills Case Study: Attracting Gen-Z as Consumers and Employees by Setting a New Standard of Customer Excellence

Carl McCartney

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