Dive into the heart of RONA’s customer experience transformation with an integrated approach to measurement and action. This presentation, co-hosted by Ad hoc Research and RONA, will reveal RONA’s journey: from implementing strategic tools to monitor in-store experiences, to adopting a responsive system on the shop floor that empowers each store manager to quickly act on customer feedback. Discover how the voice of the customer becomes a tangible driver of continuous improvement, engaging the entire organization from headquarters to every store. Expect tips, successful practices, and real-world outcomes!