Les Mills Case Study: Attracting Gen-Z as Consumers and Employees by Setting a New Standard of Customer Excellence

Cutomer Engagement Transformation Conference
Carl McCartney, Customer Experience Director, Les Mills

Customer demographics are changing, and if you have not already done so, the time has come to turn the focus to Gen-Z. This generation will dominate the customer base, as well as the job market in years to come, and despite this, when it comes to building a strategy to attract them, they almost remain a mythical creature with different consumer behaviours as well as career aspirations and expectations compared to preceding generations. At a time when CX and EX go hand in hand, don’t miss this exciting exploration of how customer experience strategy must evolve to both futureproof the workplace as well as the service.

• Becoming a purpose-driven organisation to connect with a purpose-driven generation

• Exploring how emerging technologies are shaping the future employee experience as well as the customer experience

• Investing in and developing internal stakeholders to better bridge the growing skills and talent gap

Carl McCartney

Les Mills Global Sales Enablement Director (Global Markets)

Carl McCartney is the Global Sales Enablement Director at Les Mills International, where he champions the link between customer experience and sales performance. With over a decade of leadership across sales and customer-facing teams, Carl has built a career on helping organisations turn exceptional experiences into lasting commercial results.

He leads global initiatives that equip sales teams to deliver value at every stage of the customer journey, blending data-driven insight with practical enablement. His programmes span sales training, customer success, negotiation, and leadership development — all designed to drive growth while keeping the customer at the heart.

A regular keynote speaker and panel host, Carl is passionate about how innovation and emotional intelligence can enhance both employee and customer experience, shaping the future of high-performing organisations.

Les Mills Case Study: Attracting Gen-Z as Consumers and Employees by Setting a New Standard of Customer Excellence

Carl McCartney

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