Why CX is Here to Stay with Jennifer Zamora, Senior Director of Global Customer Experience & Commercial Excellence at Dow

This episode features an interview with Jennifer Zamora, Senior
Director of Global Customer Experience and Commercial Excellence
at Dow.  Jennifer has spent more than 20 years at Dow,
serving in everything from pricing and sales to her current role
in customer experience.  We talk with Jennifer about getting
senior executives on board with customer experience initiatives,
improving the company’s response to complaints, and why the role
of CX is here to stay.


3 Takeaways:


*Creating change within a company cannot be done by one
person.  It requires a network of relationships that will
help with that transformation.


*Sometimes all it takes to start the process of moving up is
curiosity and the courage to volunteer yourself.


*Changes take time and discipline to come to fruition.


Key Quotes:


*“By improving in specific pain point areas where customers have
told us, ‘We're frustrated,’ we could see significant
improvements in CXI. By staying the course and improving in those
specific areas, we were finally able to show the correlation
between CX, revenue, and our variable standard margin.”


*“I moved up pretty quickly in my career at Dow.  And while
I felt good being recognized for my work, I realized that I never
had the chance to fully deliver something.  So there is
balance to moving up while also delivering within that role and
making an impact.”


*“We are highly matrixed so there are lots of silos of different
people focused on different priorities and scorecards. I would
say that CX has really helped bring a visual to why a single
scorecard or an aligned scorecard is so critical for us for the
future.”


Bio: 


Jennifer Zamora’s 20-year career with Dow includes a variety of
customer service, financial, and marketing management roles,
including assignments in Michigan and Dubai, United Arab
Emirates. In her current role, Jennifer is accountable for
establishing and deploying the long-term CX strategy and
disciplines, which includes implementing the customer listening
process, institutionalizing a Customer-Centric culture across
Dow, and defining and implementing Dow’s transformative customer
distinction model and journey-mapping practices. She also ensures
alignment and collaboration between the EX and CX practices
inside Dow.


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:


Find Jennifer on LinkedIn