27 min listen
How General Motors is Embedding Customer Experience, with Dave Mingle - CB013
How General Motors is Embedding Customer Experience, with Dave Mingle - CB013
ratings:
Length:
27 minutes
Released:
Jul 12, 2016
Format:
Podcast episode
Description
Dave Mingle is the General Director of Global Customer Experience Execution and Planning for for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on to first evaluate and establish the need for customer experience, through the execution stages they are in now. We discuss how Dave and his team used a journey map to clarify and focus the work and how he identified and engaged with early adopter leaders to prove the approach and gain adoption. We discussed the importance of the CEO modeling the behavior that is so critical to this type of transformation taking hold throughout the organization.
Released:
Jul 12, 2016
Format:
Podcast episode
Titles in the series (100)
How General Motors is Embedding Customer Experience, with Dave Mingle - CB013: Using customer experience to change the automotive business. by The Chief Customer Officer Human Duct Tape Show