As a component of Daimler Trucks North America’s (DTNA) commitment to a complete customer experience (CX) transformation, it has created a new CX organization and named Paul Romanaggi chief CX officer.
“It is not enough to offer the best commercial vehicles available,” says Roger Nielsen, president and CEO, DTNA. “We are fully embedding a focus on customer culture into the DTNA organization. I believe strongly in changing the customer experience and I will continue to prioritize from the top-down. Paul’s leadership and team will be integral to driving this transformation.”
DTNA launched its CX transformation in 2017 with the creation of a Customer Experience Day. During the now annual event, employees and customers across North America are brought together to brainstorm solutions to fully embed customer experience into the DTNA organization and culture. As a result of the sessions, new channels for customer engagement have been established and DTNA has developed a new metrics suite focused on the processes that are directly linked to customer satisfaction, DTNA says.
The company says the new CX organization will lead future transformative efforts across the DTNA business, including Freightliner, Western Star and Detroit Diesel for new truck sales, used truck acquisitions and aftermarket service. The group aligns multiple departments, including aftermarket Fleet Service, Warranty, Call Centers, Aftermarket Service Products and Service Systems to provide an unprecedented level of streamlined customer communication and support.
Romanaggi’s appointment is effective immediately and he reports directly to Stefan Kurschner, DTNA senior vice president of aftermarket.
“It’s our priority to transform the organization, whose focus has primarily been operational-excellence, to one that is equally as focused on customer service excellence,” says Kurschner. “Everyone at DTNA is passionate about our customers and has the full support of the organization to take personal ownership of the customer experience.”
