The Wide Open Road to CX Transformation with Kristi Langdon, Head of the Customer Experience Team at Daimler Trucks North America

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


Bio


Kristi is the Head of the Customer Experience team at Daimler
Trucks North America with 20 years of senior leadership
experience in manufacturing, technology, banking and energy.
Kristi started the first CX organization at DTNA and launched a
“voice of the customer” program.


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


Links:


Connect with Kristi on LinkedIn


Check out DTNA on their website


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Follow Phil on Twitter