Many organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results.

Angelina Gennis speaks with Michelle Samuel, Chief Customer Officer at Nationwide, about building a customer-driven operating model inside a 100-year-old mutual company. Michelle shares how her first 90 days focused on listening, alignment, and capability assessment, and how those insights led to a simple but scalable CX framework: Listen. Act. Monitor. They cover:

  • How to move from customer-focused activity to customer-driven impact
  • How to prioritize journeys that create the greatest customer and business value
  • The role of associate empowerment in delivering exceptional customer experience (CX)
  • Lessons from scaling CX across both B2C and partner-led business models
  • How to connect CX measurement to loyalty, retention, and growth outcomes