“Talking to a board member, CX leaders should never try to sell CX initiatives in isolation without connecting it to the profitability or cost efficiency of the company”
That is the advice Paulo Rodrigues, Board member & Chief Digital Transformation Officer at SHV Energy, gave in episode #2 of the PROMISE podcast.
At SHV Energy, Paulo is the main executive sponsor and driver of their global customer-centric transformation program. He firmly beliefs that a great customer experience will provide a lasting competitive advantage in a commodity industry.
But as SHV is a global company with many operating countries, they are focusing on a global capability building program to enable each country to do this with their own focus and tailored to their maturity. At Essense we’re proud to be their supporting partner on this global transformation journey.
Listen to this episode if you really want to hear from a seasoned board member about his perspective on customer centricity and how to constantly balance it with commercial and operational excellence. He shares valuable insights about how board members look at this triangle of commercial profitably, operational efficiency and customer loyalty.
Tune in to listen to all the valuable insights and tangible examples he has to share!
Episode #2: Paulo Rodrigues