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Daimler Trucks North America will create a new customer experience (CX) organization and appointed Paul Romanaggi as chief CX officer, according to the company.
“We are fully embedding a focus on customer culture into the Daimler Trucks North America organization,” CEO Roger Nielsen said in an Aug. 8 news release. “I believe strongly in changing the customer experience, and I will continue to prioritize from the top down.”
Daimler Trucks launched its CX transformation in 2017 with the creation of a “Customer Experience Day,” according to the company. During the now-annual event, employees and customers from across North America are brought together to brainstorm solutions to fully embed customer experience into the Daimler Trucks organization and culture.
As a result of the sessions, new channels for customer engagement have been established, and Daimler Trucks has developed a new metrics suite focused on the processes that are directly linked to customer satisfaction, the Portland, Ore.-based manufacturer said.
The CX organization will lead future transformative efforts across the Daimler Truck business, including Freightliner, Western Star and Detroit Diesel for new truck sales, used truck acquisitions and aftermarket service.
Romanaggi is a 34-year veteran of the company, having served in numerous customer advocacy senior management roles, including parts, service, warranty, quality and new product launch, Daimler Truck officials said. Romanaggi’s appointment is effective immediately.
Daimler Trucks is the largest heavy-duty truck manufacturer in North America. DTNA produces and markets commercial vehicles under the Freightliner, Western Star and Thomas Built Buses nameplates. — Transport Topics