Project Description

Kristi Langdon

Head of Customer Experience
Daimler Trucks North America

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The Importance of a Voice of the Customer Program in Your CX Transformation Effort

You’ve recognized that customer experience is your #1 differentiator as you look ahead, but it’s hard to know where to start your transformation and how to prioritize your CX initiatives. The changes you make to your customer experience are only as good as the insights you receive from them. And you only receive insights if you’re truly listening to everything they’re saying.

• Who are your customers and what do they have to say to you?
• What should you be listening to, and when?
• What are ways to capture customer feedback outside of surveys?
• How do you measure, synthesize, leverage and prioritize this feedback?

Learn best practices for gathering and synthesizing customer insights to help ensure focus and impact on CX initiatives.

About Kristi Langdon

Kristi Langdon is the Head of Customer Experience at Daimler Trucks North America where she’s led a major customer experience transformation effort focused on changing the culture of the organization into one that places the customer at the center of its business. Large initiatives include a Voice of the Customer’ program, design thinking tools and training, customer satisfaction measurement, and employee experience programs.

Kristi has 20 years of experience and has held senior level positions in manufacturing, banking, retail, and energy industries. She holds an MBA from the University of Washington and a certification in Customer-Focused Innovation Executive Education from Stanford University.

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