How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw

Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis.

Resources mentioned:

Amazing Business Radio (podcast), by Shep Hyken It’s all about CEX! (book), by Jason Bradshaw

Key takeaways (starts at 33:17):

Documenting the principles that describe a great experience in your team. Celebrate when employees go above and beyond. When it gets harder, celebrate harder. Just act to implement a better experience.