“Having different opinions helps the journey and solves the problem differently. It’s part of getting it right.”
This week on Be Customer Led with Bill Staikos, we are joined by Amanda Whiteside, Worldwide Head of Customer programs at Amazon.
She has been working on developing a multi-year strategy that is the foundation for Amazon’s global, commercial, and customer strategies for shipping.
She leads a large team of technical product and program managers, focusing on five distinct business functions, including onboarding and integration, customer service tracking and delivery, billing and sustainability, and business analytics.
Throughout today’s episode, Amanda shares her knowledge and thoughts on the role leadership plays in the CX & EX spaces and bits of wisdom she accumulated along her journey.
[01:21] Amanda’s journey – Mentioning the versatility she had throughout her career, Amanda shares her journey from sales to programs and products.
[03:48] Customer Experience – Amanda explains how she incorporates customer experience into her work.
[05:01] Amanda’s Work – Amanda describes the type of work she does with her team.
[06:30] Two Sides of The Same Coin – Given her emphasis on leading a broad, diverse workforce, Amanda shares her philosophy on the synergistic relationship between the customer and employee experience.
[08:12] Stakeholders – Dealing with multiple stakeholders is quite challenging. Noting that Amanda outlines her encounters with a wide range of stakeholders.
[10:50] New Normal – Customers’ perceptions of digital commerce have shifted due to the global pandemic. Amanda discusses how she and her organization prepare to deliver the types of experiences that consumers increasingly want.
[13:13] Employees and Feedback – Amanda explains how she manages the employees and enhances the employee experience by listening to them daily and having a self-development day.
[16:37] Leadership Style – Amanda describes how her leadership style may have evolved.
[19:35] The Future – Amanda expresses her thoughts on how she sees the customer-obsessed or customer-led culture evolving over the next year or two.
Resources:
Connect with Amanda:
LinkedIn: linkedin.com/in/amanda-whiteside-880503209
Transcript
Be Customer Led – Amanda Whiteside on CX & EX Leadership
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