Volkswagen USA announced Robert Martell, 54, to the post of Vice President, Customer Experience for the company.
This is definitely a trend where non of the big players want to under perform, I expect that in the next few month we will hear about more & more CEM VP announcement in the automobile industry.
I´m very curious to see the results and the plans / roadmaps how CX improvement will take place (will come back to this topic with some interviews & insights) .
A far not complete list, just a couple of announcements from the last period:
- Cadillac Customer Experience Improvements
- Lexus Customer Experience Improvement
- GM announced New Vice President for Customer Experience
- Porsche’s New U.S. Headquarters and Customer Experience Center
“The Customer Experience position is one of the critical foundational elements to Volkswagen’s continued success here in the US market,” said Jonathan Browning, President and CEO, Volkswagen Group of America and President, Volkswagen of America. “Having someone of the caliber of Robert ready to step into this post so quickly is a reflection of his capabilities, his strong relationships with our dealer network, and the growing bench strength within our company.”
Source: Volkswagen Media