Bringing about organisational change is all about the people and their choice of behaviour. To create a customer-focused organisation the functional teams need to ensure their strategy focuses on helping those who are customer-facing to be able to do their job with ease. All functions need to be aware of the key focus of the whole organisation and the role they play in achieving these. I believe the learning and development strategy is critical in generating a culture that oozes excellence for the customer. It has the opportunity to inspire new people into the business and existing talent to reach their full potential.