Customer Experience from Strategy to Implementation
A CX strategy is the bridge between vision and execution. However, even a great strategy doesn’t implement itself. Angelina Autran will walk us through how they have heightened the emphasis on the execution road map to operationalize the strategy and how they are seeing it through to a successful completion.
About Angelina Autran
Angelina Autran currently serves as Global CX Change Manager, responsible for creating the enterprise CX vision and supporting framework. She is also charged with leading global projects that focused on creating standards that will positively impact and differentiate the Caterpillar brand.
She joined Caterpillar in 2008, as a Services Marketing Consultant covering Brazil, Western U.S. and Canada Region. During her role, she worked with the local dealers on developing maintenance solutions.
In 2012, she was promoted to be the Customer Experience Champion for North and South America. Angelina was responsible for the Machine and Power Systems Loyalty Processes and helping to achieve the Enterprise goal of a comprehensive Loyalty program. which measures all aspects of the customer experience, turning this data into tangible actions that will result in increased loyalty.
Angelina received her Commercial Engineer degree in Chile. And in 2005, she completed an MBA from FIU.