“It is not enough to offer the best commercial vehicles available,” said Roger Nielsen, president and CEO of Daimler Trucks North America (DTNA), “we are fully embedding a focus on customer culture into the DTNA organization. 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.”
DTNA launched its CX transformation in 2017 with the creation of a Customer Experience Day. During the now 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.
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 Fleet Service, Warranty, Call Centers, Aftermarket Service Products, and Service Systems to provide an unprecedented level of streamlined customer communication and support.
Paul Romanaggi, Chief Customer Experience Officer, is a 34-year veteran of the company, who brings industry expertise, leadership and experience from having served in numerous customer advocacy 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.
“It’s our priority to transform the organization, whose focus has primarily been operational-excellence, to one that is equally as focused on customer service-excellence,” commented Kurschner. “Everyone at DTNA is passionate about our customers and has the full support of the organization to take personal ownership of the customer experience.”