Engaging the Frontline on Challenging Times

Guilherme Blaschke

VP Customer Experience at Mack & Volvo Trucks North America

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46:22

We are constantly re-inventing ourselves to stay relevant in the experience economy era. Providing a memorable service experience in a consistent way is already a challenge by itself. Imagine when we all get pushed away from our traditional business model, and have to re-invent ourselves along the fight! In order to truly understand our customer needs, as well as quickly learn and adapt from a fast-paced change on behaviors, we have been challenged to revisit our policies, processes, technology and people. In the trucking business, our fontline people play a critical role, keeping the trucks rolling, our lifeblood along the supply chain in America. Join me to learn how Mack & Volvo Trucks are excelling on customer experience and driving customer loyalty during this challenging times.


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