In addition, she shared that the dealers wish to be true partners in the service of their customers, rather than just an extension of the DTNA business. This insight could prove invaluable as they plan for its next phase of growth.
The good news is that there is support from the highest levels at DTNA to not only make CX a priority, but to consider market conditions that could impact the business. Roger Nielsen, President & CEO, is seeing CX as a competitive advantage. The sense of urgency has increased as they seek to remain the undisputed market leader in the space.
DTNA is savvy enough to know that it will take more than CX Day and a common set of principles to drive true business change and execute the ideal customer experience. They have real challenges, such as connecting business units internally, evaluating and integrating their complicated technology stack, and keeping up the pace of innovation they have set for themselves over the past several years. But now DTNA has momentum flowing in the right direction.
“Empowerment will be the key to change management,” Langdon states. “If we hand over the keys to customer and business success where it’s everyone’s responsibility that will be what allows us to make real meaningful progress in 2018 and beyond.”
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