2025 Schedule

In Service Management, tools, systems, and processes are critical—but they are only as strong as the culture that supports them. Sustainable service excellence doesn't happen by accident; it is designed through culture: a shared belief that respect, creativity, and genuine care are as essential as technical accuracy. Drawing from lessons learned leading teams at Disney and decades of service leadership experience, this session demonstrates how creating a Culture of Operational Magic turns routine service into memorable experiences. When employees feel respected and valued, they naturally pass that feeling onto customers—fueling faster solutions, higher satisfaction, and long-term loyalty. In today's high-pressure service environment, organizations that operationalize culture—not just slogans—will outperform the competition.

Takeaway

1. Culture First: Why Respect is the Foundation of Service Management
• Operational excellence begins with internal respect, not just external processes.
• How strong internal service cultures make customer service smoother, faster, and more human.
• Practical ways leaders can build a culture where employees feel valued, empowered, and connected.
2. Creativity Within Structure: Personalizing Service Without Breaking Process
• How Disney's service model empowered employees to add humanity inside structured systems.
• Real-world examples of small creative moments that transformed ordinary service into extraordinary loyalty.
• Techniques for training frontline service teams to see beyond tickets and tasks to customer emotions and needs.
3. Emotional Intelligence as a Service Standard
• Why recognizing customer emotional states is now a core competency in Service Management.
• How to embed emotional intelligence into service training, metrics, and frontline routines.
• Simple frameworks for tailoring conversations and actions to build trust in every interaction.
4. Scaling a Culture of Care Through Operational Standards
• How to build care and respect into daily service workflows without sacrificing efficiency.
• How clear standards, when framed through a cultural lens, accelerate trust and service excellence.
• Tips for turning operational goals (like SLA compliance) into human moments (like loyalty wins).