What happens when you set an ambitious target, but forget to bring your team along for the ride?

In this exclusive live recording from the Customer 360 Symposium in the beautiful Hunter Valley, Annmaree Bell, Chief Customer Officer at Zurich, shares the leadership lesson that reshaped how she approaches goal setting, ownership, and teamwork.

Annmaree shares how the setting of a bold quarter-on-quarter improvement target without her team's buy-in nearly backfired and what she learned, as a result, about the power of a bottom-up approach to goal setting.

They discuss:

• Why ambitious targets can become barriers, rather than goals that inspire action
• The power of bottom-up goal setting and shared ownership
• How celebrating incremental wins builds momentum towards bigger goals
• The importance of building cross-functional squads where everyone champions the customer
• Why empathy and kindness are the most underrated tools in the age of AI

About Annmaree Bell:

Annmaree is the Chief Customer Officer at Zurich Australia & New Zealand, where she leads company-wide customer experience strategy. With over 20 years' experience in project, change, and transformation leadership across financial services, she's known for her collaborative approach and expertise in distribution, propositions, and technology.

Hosted by notable CX thought leader, Tomas Haffenden:

Tomas started his career with arguably the toughest CX challenge of all: teaching mathematics to teenagers. Now an accomplished MC and keynote speaker on all things CX, his long list of directional shifts includes conversational consultant, comedian, futurist, and, currently, his role as Growth and Content Manager at Telstra. Needless to say, Tomas is no stranger to how missteps can impact the journey and inform the leader you become as a result.

Find out more about Ashton Media's customer events taking place across NSW and Victoria this year.

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