248: The ROI Of Culture Change (R)

In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then-Chief Customer Officer at Volkswagen Group Australia, to discuss customer and employee experiences. As Angelina notes in the introduction, Jason shares a brief autobiography that highlights where his passion for service began. The interview explores the connection between exceptional employee and customer experiences, emphasizing genuinely caring for both groups is essential to achieve business returns from CX improvements.

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.