Daimler Trucks North America LLC (DTNA) has created a new customer experience 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 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 company says.
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.
Romanaggi’s appointment is effective immediately and he will report directly to Stefan Kurschner, senior vice president of aftermarket for DTNA.