Summary: Jennifer Zamora, Senior Global Director Customer Experience & Employee Experience at Dow, joins Designing Next to talk about building a customer experience capability in a complex B2B environment. In this episode, she speaks with Chad & Steve about how customer-centricity moved from being an abstract concept to a key strategic initiative at Dow, why humility is so important when you are listening to your customers and how Dow developed a metrics framework around CX that all levels of the organization could buy into.
