The Wide Open Road to CX Transformation

This episode features an interview with Kristi Langdon, Head of Customer Experience at Daimler Trucks North America.  In this episode, Kristi talks about setting employees up for successful delivery of the customer experience, the importance of connecting every employee with your end customers, and how CX actually starts with LX, or leadership experience.

Quotes

“Start by listening. You would be amazed at the frequency with which we forget to listen, that we forget to start with voice of the customer. Because oftentimes we make assumptions. We think we know the right way, but if you would just take the time to listen to the customer in the front end and really understand what their pain point is, you would then inform what is the right problem you’re trying to solve. Too many times we make those assumptions and it leads us down the wrong path. And we end up solving something that never needed to be solved.”

Time Stamps

*[5:43] Extending CX past the sale

*[8:14] Kickstarting your CX transformation

*[9:33] Accepting constructive feedback

*[16:58] Enabling and empowering employees to deliver your CX

*[18:33] CX starts with leadership

*[20:45] Addressing fear of change

*[23:00] Protecting your market share amid change

*[31:15] Encouraging your employees through success stories

*[39:08] Daimler’s CX model

*[42:47] Tech trends incoming to Daimler

*[45:03] Delivering on your brand promise

Links

Connect with Kristi on LinkedIn

Check out DTNA on their website

Connect with Phil on LinkedIn

Follow Phil on Twitter

Thank you to our friends

This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.