Amy Shore is EVP, Chief Customer Officer for Nationwide, a large financial services company based in the US. Nationwide is focused on personal and commercial insurance, investment & retirement products, and banking.
Amy’s background is super interesting: leading Sales, Operations, and Product functions before taking on the Chief Customer Officer (CCO) role. I personally love to see someone with varied experience across an organization before taking on a CCO/CXO role; it gives them a deeper appreciation for the customer, the product, and sets the business up for greater success.
Amy and I cover a number of topics, including:
- Her favorite CX metrics and how to connect it with Business metrics
- Culture change and change management as part of her role
- Influencing across Nationwide and achieving Office of the Customer goals and objectives
- What differentiates success in the seat and how being a CCO is different from other roles
- Advice for other female leaders who aspire to become a CCO in the future
- Advice for allies and those who promote female leadership in CX
This was originally recorded and streamed live over LinkedIn and Twitter, but just recently turned into a podcast for those who may have missed the livestream.
An excellent show with a seasoned and respected leader!
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