Explain how behaviours influence culture in organisations and impact on customers. Assesse the relevant leadership models which enable the promotion and oversight of cultural change.

You work for a regulated firm and you have been asked to write a formal report for senior management which:
• Explains how behaviours influence culture in organisations and impact on customers.
• Assesses the relevant leadership models which enable the promotion and oversight of cultural change.
• Makes at least three recommendations to improve the customer journey.