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
- Culture is key in a customer centric transformation
- There is no standard approach to start a CX transformation, there is no "one fits all" solution
- People have their own agenda. The "system" trains stakeholders to look for their objectives because these are relevant for them.
- Department based objectives can create a misalignment on the overall company targets
- 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:
- https://www.linkedin.com/in/silvana-buljan-889110/
- https://buljanandpartners.com/en/home/
Thank you, Silvana!
#customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience