CX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial level

The CX Goalkeeper had a smart discussion with Silvana Buljan

Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain.

In this episode you will learn:

- Some insights on the ECXO

- Culture is key in a customer centric transformation

- There is no standard approach to start a CX transformation, there is no “one fits all” solution

- People have their own agenda. The “system” trains stakeholders to look for their objectives because these are relevant for them.

- Department based objectives can create a misalignment on the overall company targets

- Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars:

1) CX Attitude

2) CX Focus

3) CX Drive

4) CX Connect

5) CX Talent

… and much more

Her book suggestion:

Heroic Leadership, Chris Lowney

Silvana’s golden nugget:

Love your customer more than his/her share of wallet.

How to contact Silvana:

- https://www.linkedin.com/in/silvana-buljan-889110/

- https://buljanandpartners.com/en/home/

Thank you, Silvana!

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