Making Ford Europe's customer experience (CX) organisation agile

Theme: Lean

In early 2023, Ford Motor Company Europe faced significant coordination challenges across departments and markets, particularly affecting the CX for their Model-e range.

The organisation needed a transformation that would foster better collaboration and more customer-focused outcomes. 

This talk is about how we did it, what we learned and what we would do differently next time.

This session is designed for leaders and practitioners in large organisations looking to drive CX transformations through agile methodologies, systems thinking and technology integration. 

Participant takeaways:

• Insights into managing large-scale transformations and overcoming organisational silos
• How to ensure measurable CX improvements