At brands like lululemon, the success or failure of guest experience relies upon the consistently exceptional efforts of its employees. To achieve this requires not only guest experience design, but employee experience design. Dave Pitsch, director of the guest education centre at lululemon athletica, will share his team's unique end-to-end approach—in recruiting, training and development, cultural values, fun, and entrepreneurship—to create the environment for lululemon employees to deliver exceptional guest experience. This event will appeal to forward-thinking contact centre directors, managers, trainers and team leaders.

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