The CX Goalkeeper had a smart discussion with Silvana Buljan
Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain.
In this episode you will learn:
- Some insights on the ECXO
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Culture is key in a customer centric transformation
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There is no standard approach to start a CX transformation, there is no “one fits all” solution
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People have their own agenda. The “system” trains stakeholders to look for their objectives because these are relevant for them.
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Department based objectives can create a misalignment on the overall company targets
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Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars:
1) CX Attitude
2) CX Focus
3) CX Drive
4) CX Connect
5) CX Talent
… and much more
Her book suggestion:
Heroic Leadership, Chris Lowney
Silvana’s golden nugget:
Love your customer more than his/her share of wallet.
How to contact Silvana:
Thank you, Silvana!
#customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy
