When the leadership team doesn’t take an active role in leading the customer experience (CX), the organisation risks failing to embed customer-centricity into its culture and operations. Without visible leadership from the top, CX efforts may lack strategic direction.

This masterclass aims to highlight the vital role that senior management teams and the executive play in leading the customer experience.

Attendees will leave equipped with practical tools create a culture that puts the customer at the heart of the service.

What the session will cover

By the end of the masterclass, attendees will:

• Understand the importance of leadership in creating a customer-first culture.
• Learn practical leadership strategies to engage and empower teams for CX excellence.
• Gain insights into addressing sector-specific challenges, such as compliance, resource limitations, and diverse tenant needs.
• Develop an actionable plan to embed customer-centric leadership in their organisations.

About our speaker

Emma Chandler– Leadership Coach, Choose to Grow
Emma is an accomplished Leadership Coach and founder of Choose to Grow, a transformative leadership development company specialising in neuroscience-backed strategies. With over a decade of experience in developing leaders across industries including Housing, Emma is passionate about empowering individuals to unlock their potential, build resilience, and lead with authenticity.

Her unique approach combines cutting-edge leadership methodologies with practical, real-world application, helping leaders at every stage - from aspiring managers to senior executives - navigate challenges and achieve measurable success. Emma’s flagship programmes, including the award-winning Pivot Leadership Programme, are designed to equip leaders with the tools to embrace change, inspire teams, and drive organisational growth.

Emma is a sought-after keynote speaker, facilitator, and coach, known for her engaging, results-driven style. Her work has impacted countless leaders, fostering stronger teams, better decision-making, and lasting personal and professional growth. Whether in the boardroom, a workshop, or the wilderness, Emma’s commitment to empowering leaders is evident in every session.

“Leadership is a journey not a destination and my mission is to guide and inspire others to grow at every step.” – Emma Chandler

Who should attend?

All senior leaders are responsible for the customer experience and ensuring customer centricity. This masterclass equally applies to SMT, Exec and CEO's with a curiosity and drive to improve the customer service culture in their organisation.