From Employee Experience to Customer Experience: Making Leadership a Core Product

Kristina Gauffin

Head of Talent Management, Business Tech at H&M

Learning Objectives

H&M’s Kristina Gauffin will answer:  

  • Can you describe what “leadership as a product” looks like?

  • What are the principles that you use to embed these ideas in your workforce?

  • In a complex environment, how do you ensure that your leaders can continue to bring value to customers?

  • You believe that HR should lead by example. How important is this and how do you set a good example to your team?

  • Is it possible to treat employees like customers? If so, can you explain how that works?

  • How do you communicate these ideas to the wider business and make sure that other teams adopt them?