Join us for a CX dive deep with Caroline Winwood, a transformative leader who has orchestrated strategies across global organisations, including two decades of experience spanning Dyson and PepsiCo.
Caroline shares her unique perspective on how leadership decisions create ripple effects throughout customer experience transformations. Drawing from her extensive experience in managing global transformation programs, Caroline unravels the relationship between organisational change, employee experience and customer satisfaction.
To begin, Caroline recounts her career journey, starting with her early days at Walkers Crisps, where she learned the power of personalisation by building relationships with local businesses.
She explains how understanding customer needs, asking the right questions, and aligning on business goals are crucial to creating meaningful customer experiences.
Caroline emphasizes the importance of internal alignment, transformational leadership, and fostering emotional connections to drive loyalty and engagement. She advocates for a balanced approach to customer experience—combining product-centric and customer-centric strategies—and highlights the role of operational teams in designing seamless customer journeys; your “CX” team is much more expansive than you might think!
“Ultimately, the number on a spreadsheet is a sign of success, but the real magic happens once you get people together behind trying to chase that number.”
Yes, another CX leader who voices the importance of employee experience! 🙌
KEY TAKEAWAYS
- Understand your customer’s business needs, demographics, and goals to tailor your approach effectively.
- Prioritize emotional value alongside monetary value to enhance loyalty and engagement.
- Collaborate across departments to design a seamless and cohesive customer journey.
Using metaphors and real-life examples, Caroline provides actionable insights on how to orchestrate a cohesive and impactful customer experience that delivers emotional and business value.
Watch on Youtube or listen on your preferred podcast platform.
—
Trust Builders – the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES
Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)
—
