The crucial relationship between EX and CX with Richard Wallis

Adapting a Global brand to suit a diverse collection of markets is a fascinating challenge. For a powerhouse business like KFC, the key to success has always been to build a brand that feels universal – in its offerings, in its consistency but most of all in its purpose.

This week, Richard Wallis details his 25 year journey from delivery driver to KFC South Pacific’s managing director and shares some of the lessons he learnt along the way about people, purpose and the pursuit of great customer experiences.

Conversation highlights 

• Richard’s 25 year journey from delivery driver to general manager
• Experiencing a consistent global organisation from across the globe
• Richards ‘best’ mistakes (and learning from failure)
• Balancing your gut with the expertise of your team
• Controlling a franchisee brand that sits in the hands of many
• Building trusted relationships
• Unifying your people (and franchisees) around a common purpose 
• Turning a Kentucky born business into a universal brand (that resonates with everyday Aussies)
• Establishing KFC within Aussie culture and cricket
• The risks and opportunities of empowering your people to become social media brand advocates
• What KFC employment is unlocking for the next generation 
• Inspiring contribution and people-driven innovation
• Advice for Richards younger self