In this episode Mark Ramsey, General Manager of the Audi America Experience details why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader. This is a move many organizations are now considering, as these two areas in most are operating as separate silos...contributing to a fractured customer experience. Mark walked us through the importance of building the cultural commitment to customer experience prior to this effort, to ensure that this work would be successful. This cultural commitment work is outlined in a case study in Chief Customer Officer 2.0. Mark walked us through how his team is comprise - which is going to be of great interest - so please include that in the show notes. He then detailed some examples of tools that Audi has built out and operational changes being made.
