Carl McCartney, Global Sales Enablement Director at Les Mills International, sat down with the team at FTT Embedded Finance & Super apps in May, to talk us through how he equips global sales teams to deliver consistently exceptional customer experiences.

With three distinct groups of customers, 23K clubs around the world, which includes 100K instructors delivering programmes within those clubs, alongside that consumers or athletes that subscribe to their digital platforms, they need to leverage technology and human expertise to deliver consistent and seamless experiences.

As Carl explains, delivering the best possible training, content, and experience means designing for all of these audiences simultaneously. AI plays a key role in guiding and nudging users within digital platforms, while the in-person experience remains firmly rooted in human connection across their global club network.

Like every company that we’ve had on stage and off, Les Mills is focused on striking the right balance between technology and the human touch to drive meaningful customer outcomes.

Listen to the interview below to hear Carl’s thoughts.

That same question – striking the right balance between technology tools and the human touch – will be addressed across the stages at the upcoming FTT Fintech Festival and FTT AI Transformation. The ideal combination will vary across businesses but join us on 9-10 November to be part of the conversation.