Experience Leader

Transforming CX at Mercedes-Benz USA with Joseph Michelli

April 07, 2022 Devin Smith Season 2 Episode 14
Experience Leader
Transforming CX at Mercedes-Benz USA with Joseph Michelli
Show Notes

This we walk to Joseph Michelli about his work on a massive CX transformation at Mercedes-Benz USA and the book he wrote to chronicle the journey.

We cover:

  • How Joseph's involvement with the project came about
  • What it takes for a CX transformation to succeed
  • How to get leaders across multiple organizations to believe and join the effort
  • Much more

Pick up Joseph's book, Driven to Delight on Amazon or your favorite book store!

This episode is sponsored by Active Digital, where customer-obsessed companies go to become destination brands. Learn more at activedigital.com