CX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial level

The CX Goalkeeper had a smart discussion with Silvana Buljan Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain. In this episode you will learn: - Some insights on the ECXO - Culture is key in a customer centric transformation - There is no standard approach to start a CX transformation, there is no "one fits all" solution - People have their own agenda. The "system" trains stakeholders to look for their objectives because these are relevant for them. - Department based objectives can create a misalignment on the overall company targets - Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars: 1) CX Attitude 2) CX Focus 3) CX Drive 4) CX Connect 5) CX Talent … and much more Her book suggestion: Heroic Leadership, Chris Lowney Silvana's golden nugget: Love your customer more than his/her share of wallet. How to contact Silvana: - https://www.linkedin.com/in/silvana-buljan-889110/ - https://buljanandpartners.com/en/home/ Thank you, Silvana! #customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy