How Disney Institute Thinks About Customer Experience
Kelly Fuhlman, Regional Account Manager, Disney Institute
Walt Disney said “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” People ask us all of the time what the secret is to our world-class service and happy Cast Members (employees) around the globe. The foundation of our service culture is a shared Service Framework of a single Common Purpose, Service Standards, and Behavioral Guidelines, and ongoing training and development of our Cast to role model the culture, recognize, coach, and empower employees to go above and beyond in service. We shift perspectives by showcasing key business insights and real-world illustrations from our operations that showcase what success looks like. 

Currently the Disney Institute account manager for Texas/Southcentral markets. With over a decade of sales, marketing and outreach in education, Kelly has covered territories throughout the United States and Canada. She lives in Denton, Texas as a remote Cast Member and loves to spend time with her son and husband. 

Kelly has a bachelor’s degree in communications from Lamar University in Beaumont, Texas, as well as an MBA from Keller Graduate School of Management.