The CX Cast Replay: Volkswagen Group Australia Connects EX To CX
Sep 18, 2025
In this engaging discussion, Jason Bradshaw, Chief Customer Officer at Volkswagen Group Australia and an expert in CX and EX, shares his journey starting a business at 14. He emphasizes the universal importance of customer experience across all industries. Jason delves into defining CX principles, balancing personalization with respect, and the significance of sustainable cultural change over quick wins. He highlights how improved employee experience directly impacts customer satisfaction and advocates for consistent small improvements that yield significant returns.
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Humble Start Sparks Service Obsession
- At 14 Jason Bradshaw started a gadget business to get discounts and learned to compete on service, not price.
- He committed to giving customers the same level of service at 3am as midday, which seeded his CX career.
Experience Transcends Industry Boundaries
- CX applies across industries and can be a deliberate brand differentiator like Virgin.
- A trusted experience enables brands to enter new markets and win customer trials.
Start By Defining Experience Principles
- Define what you mean by customer and employee experience before you act.
- Create three to six experience principles to unify employees around consistent delivery.
