Leading with a Customer-First Mindset: An Interview with Amy Shore, EVP and Chief Customer Officer for Nationwide

As the Executive Vice President and Chief Customer Officer for Nationwide , Amy Shore, NACD.DC, CPCU, CLU has a vast array of responsibilities, from developing and executing customer strategy to managing corporate, real estate, and aviation departments. With her deep understanding of customer needs and her expertise in data-driven decision making, she has been instrumental in driving the success of Nationwide.

One of the keyways that #Nationwide stays connected to its customers is through a robust customer program that informs decisions and provides actionable data. As Amy explains, "People are driven by data-based decisions, but the data must be clean and actionable to be useful." In order to showcase success to customers and the contact center, storytelling is critical. Through the a program called "Mission Moments that Matter", Nationwide is able to share specific customer stories and keep all associates connected to the customer experience.

The company's commitment to customer satisfaction is further reflected in its state of the customer report and its purposeful communication, which is closely tied to its mission statement. With a customer feedback management platform in place, Nationwide is able to process all customer communication and create daily dashboards to track customer sentiment and identify potential quality issues. Using NLP and machine learning, the platform provides next best actions for customer service reps, while also alerting leadership of potential issues and providing the ability to listen to calls and offer advice in real-time.

Amy says that you build a sustaining CX organization by aligning to business outcomes, or what she refers to is "Customer Outcomes", because you link all Customer Outcomes to Business Outcomes.

Despite the challenges posed by the pandemic, Nationwide's employee retention has been better than pre-pandemic levels. The company has put in place a plan to address high attrition rates and has seen positive results in customer satisfaction and engagement.

Through her leadership and her commitment to putting the customer first, she has demonstrated the importance of data-driven decision making and the power of storytelling in driving success.

You can watch our entire conversation, here.

Nick Glimsdahl?is a speaker, podcast host, contact center strategist, and?author. His mission is to bring together customer expectations, employee needs, and business objectives to create seamless experiences.

Nick hosts the?Press 1 For Nick?podcast and is the Director of Contact Center Solutions at?VDS.?

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Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more.