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Asda Case Study: Building a Customer First Culture in the Midst of Organisational Transformation

  • Future of Customer Contact Conference
  • Jo Garland, Senior Director Omnichannel Customer Support, Asda

Asda is embarking on the biggest transformation it has ever seen, this is called Project Future. It will convert over 22 years of Walmart systems and processes to a new independent way of operating post the separation. This is a huge opportunity for Asda, constructing the foundations to grow the business by building a new systems landscape that is flexible and sustainable. Future will transform the day-to-day operations of the business and enable Asda to execute its mission.

The Omnichannel Customer Support function plays a key role in Asda’s customer mission and has to maintain high levels of service throughout this significant transformation that will impact every colleague.

How can Omnichannel Customer Support maximise the opportunity that Future provides, continue to build a customer first culture and execute its own strategy all at the same time? 

Bringing the strategy to life is vital for every single colleague to engage and deliver in a rapidly changing environment and ultimately ensure success.

Jo Garland

Jo Garland

Asda Senior Director Omnichannel Customer Support
Featuring 12th in The Customer Experience Foundation (CXFO) Power 100 2022. The CXFO Power 100 recognises the top 100 rising stars and key contributors within the CX and Contact Centre community.

An award winning inspirational leader with a proven track record of leading business transformation and large teams to improve the customer and employee experience.

Extensive experience of managing remote, multisite and matrix teams to deliver exceptional results in retail and contact centre environments.

An experienced Accredited Coach and qualified Learning and Development professional, who is passionate about developing others.

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