Ethos Farm and Unibail-Rodamco-Westfield (Westfield) have been working in partnership since 2020, to elevate customer experience (CX) standards to new heights at Europe's largest and second largest shopping centres, Westfield London and Westfield Stratford City. Westfield required a customer experience partner to deliver world-class guest experiences aligned to its purpose of creating sustainable places that 'Reinvent Being Together', along with a shared ambition to make Westfield assets the most enjoyable and accessible places for guests to shop, relax, dine, work and live. By co-creating a CX strategy and in recruiting and motivating the right teams to deliver against this, the goal was to elevate service standards to the highest levels.
Ethos Farm worked with Westfield to deliver award-winning levels of guest experience and service, including:
Ethos Farm has built and implemented a CX Strategy that endeavours to make both Westfield assets the most welcoming, accessible and inclusive destinations in the UK. It has been achieved through crafting and executing a plan that brings together state of the art training, innovative technologies, CX-led reward and recognition, world-class service recovery, extended services and moments of surprise and delight. The entire CX plan underpins the exceptional day-to-day delivery of operations for over 80 million guest visits per year.
