How General Motors is Embedding Customer Experience, with Dave Mingle - CB013

Dave Mingle is the General Director of Global Customer Experience Execution and Planning for for General Motors.  In our conversation, Dave and I discuss the multi-year path that GM has been on to first evaluate and establish the need for customer experience, through the execution stages they are in now. We discuss how Dave and his team used a journey map to clarify and focus the work and how he identified and engaged with early adopter leaders to prove the approach and gain adoption.  We discussed the importance of the CEO modeling the behavior that is so critical to this type of transformation taking hold throughout the organization.