The cupholder is an often-overlooked feature of a vehicle. But what else will willingly hold a drink, your phone, garbage, a perfectly-sized burrito, or your wallet? That’s right, your local cupholder. Now taken for granted, it was once a novel idea that came directly from customers. When CX leaders at Sears realized the weight of their customers’ opinions mattered a bit more than the C-Suite, they changed the cupholder game forever.
Our guest today, Dakota Semler, Co-Founder and CEO of Xos Trucks, dives deep into the importance of weighing customer feedback. He and his team have completely revolutionized the trucking industry, and it’s because they put the customer first.
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“You don't need to make engineering, product decisions, or customer experience decisions by committee, but you need a committee to listen to that feedback and incorporate it back into your processes.” - Dakota Semler
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Time Stamps
* (0:00) How cupholders changed the world
* (5:49) What is Xos Trucks?
* (7:38) The modern-day fleet operator experience
* (10:54) Decarbonizing transportation
* (12:35) Designing CX for your end user
* (13:52) Approaching weighted feedback
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Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
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