Daimler Trucks North America LLC (DTNA) has created a new Customer Experience (CX) organization and named Paul Romanaggi as Chief CX Officer.
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 brainstorm solutions to embed customer experience into the DTNA organization and culture. As a result, new channels for customer engagement have been established and DTNA has developed a new metrics suite focused on processes 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 streamlined customer communication and support.
Romanaggi is a 34-year veteran of the company who has served in numerous customer advocacy senior management roles, including parts, service, warranty, quality, production supply chain, logistics, PDI centers and new product launch/changeover. He will report to Stefan Kurschner, senior vice president of Aftermarket for DTNA.