Leadership & The CX Transformation Ripple Effect with Caroline Winwood | Dyson, PepsiCo

In this episode of the Trust Builders podcast, Caroline Winwood, a seasoned professional with extensive experience working for leading global brands such as Dyson and Pepsi, shares her expertise on customer experience and transformational leadership.

She recounts her career journey, beginning with her early days at Walkers Crisps, where she learned the power of personalization by building relationships with local businesses. Caroline explains how understanding customer needs, asking the right questions, and aligning on business goals are crucial to creating meaningful customer experiences.

During the episode, Caroline emphasises the importance of internal alignment, transformational leadership, and fostering emotional connections to drive loyalty and engagement. She advocates for a balanced approach to customer experience—combining product-centric and customer-centric strategies—and highlights the role of operational teams in designing seamless customer journeys.

Yes— another CX leader giving a big shout out to the importance of employee engagement and a holistic approach to ‘human experience’.💕

Using powerful metaphors and real-life examples, Caroline provides actionable insights on orchestrating a cohesive and impactful customer experience that delivers emotional and business value.

Caroline discusses data-driven transformation, distinguishing it from continuous improvement, highlighting strategic planning, innovation, governance, and employee engagement as essential for impactful organisational change and building trust.

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Trust Builders - the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES

Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)

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#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights #TransformationalLeadership #CustomerJourney

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)