As part its commitment to customer experience, Daimler Trucks North America has created an entirely new customer experience organization, naming Paul Romanaggi as chief CX officer.
The new CX organization will lead future transformative efforts across the DTNA business, including Freightliner, Western Star and Detroit Diesel for new truck sales, used truck acquisitions and aftermarket service. The group aligns multiple departments, including aftermarket feet service, warranty, call centers, aftermarket service products, and service systems to streamline customer communication and support.
Romanaggi is a 34-year veteran of the company, having served in several customer focused senior management roles, including parts, service, warranty, quality, production supply chain, logistics, PDI centers and new product launch/changeover. Romanaggi’s appointment is effective immediately and he will report directly to Stefan Kurschner, senior vice president of aftermarket for DTNA.
DTNA launched its CX transformation in 2017 with the creation of a Customer Experience Day. During the annual event, employees and customers from across North America are brought together to collaboratively brainstorm solutions to fully embed customer experience into the DTNA organization and culture.
As a result of the sessions, new channels for customer engagement have been established and DTNA has developed a new metrics suite focused on the processes that are directly linked to customer satisfaction.
“We are fully embedding a focus on customer culture into the DTNA organization,” said Roger Nielsen, president and CEO of DTNA. “I believe strongly in changing the customer experience and I will continue to prioritize from the top-down. Paul’s leadership and team will be integral to driving this transformation.”