Featuring:

Jason Bradshaw, Volkswagen Group Australia’s former Chief Customer Officer

Show Notes:

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.

Maxie Schmidt offers more on this case study in her blogpost, How Volkswagen Group Australia Boosted CX While Eliminating Bonuses and corresponding report (paywall) How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia.