Embedding Customer Experience at General Motors
July 12, 2016

How General Motors is Embedding Customer Experience, with Dave Mingle [CB13] [PODCAST]

General Motors is a massive company. Dave Mingle entered a major CX role there — and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That’s what we discuss in Episode 13 of my podcast.


February 27, 2014

How to Connect Customer Experience to Business Growth

In order to connect customer experience to business growth, you need to move past the classic quarterly sales goals, production goals or operational objectives as the only metrics to define how the business is doing. Customer growth and profitability metrics must be connected to customer experience to warrant investment of people, time and financial resources.