I didn't set out to spend a good part of my career as a CX practitioner. But I've found it enormously fulfilling after 35 years at Penske. As the former CX lead for Penske Truck Leasing, I've had the pleasure of building a strong customer-centric culture in a B2B business. And this ethos is something that was held by all of Penske leaders for our desire to achieve excellence and a realisation that we needed the customer 'outside' focus to grow.
I believe that our success is determined by our customers' success and customer experience isn't a stand-a-lone activity. For everything to work, it needs to be integral across the business.