As part of what it calls “an ongoing commitment to a complete customer experience (CX) transformation,” Daimler Trucks North America LLC’s (DTNA) it has created an entirely new CX organization and named Paul Romanaggi as chief CX officer.
Romanaggi is a 34-year veteran of the company, having served in customer advocacy senior management roles, including Parts, Service, Warranty, Quality, Production Supply Chain, Logistics, PDI Centers and New Product Launch/Changeover. Romanaggi’s appointment is effective immediately and he will report directly to Stefan Kurschner, Senior Vice President of Aftermarket for DTNA.
The new CX organization will lead future what Daimler said are 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.
“It is not enough to offer the best commercial vehicles available,” said Roger Nielsen, president and CEO of 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 from across North America are brought together to collaboratively 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.