As customer expectations evolve and competitive pressures increase, service organisations are being challenged to transform not only how they operate, but how they lead, engage employees, and deliver long-term customer value. Yet successful transformation requires more than new technologies or operating models, it depends on leadership's ability to build cultures that embrace change, empower employees, and remain focused on delivering customer value throughout the journey. Caroline Häggström Marklund, VP, Transformation, Vattenfall will discuss how to leverage transformation as a catalyst for growth by aligning people, culture, operations, and customer strategy around a shared vision for the future. Hear lessons learned from leading organisational change initiatives while balancing employee engagement, operational performance, and customer satisfaction in fast-evolving business environments.

• Lead transformation initiatives that align organisational culture, operational priorities, and customer expectations
• Understand the leadership behaviours and communication strategies that help sustain successful transformation outcomes
• Create service cultures that empower employees to embrace change, innovation, and continuous improvement
• Strengthen employee engagement and experience to support retention, performance, and customer satisfaction
• Build more resilient, adaptable service organisations that can evolve alongside changing customer and market demands