Welcome to Insightful Leaders. I’m your host Ryan Stuart and this is the show where I interview proven leaders in Customer Insights and CX who share their stories, strategies, and insights to drive meaningful change at your organization.

Our guest for today's episode is Sergio Rossini. Sergio is a Senior Customer-focused Manager with over 20 years of experience leading global CX programs, designing innovative sales and marketing campaigns, and formulating business strategies in services and aftersales environment. Most recently, Sergio was Group Head of Customer Excellence at Schindler, a global lift manufacturer.

In this episode, we are going to focus on the rapid transformation of the CX industry in the face of COVID 19 and the role that insights and storytelling plays in that transformation. Sergio, welcome!

Literature mentioned in this podcast:

1-Click Download "PIG Strategy"​ (Simplified Edition)​ by Sampson Lee

The Ultimate Question 2.0 How Net Promoter Companies Thrive in a Customer-Driven World By Fred Reichheld and Rob Markey