This we walk to Joseph Michelli about his work on a massive CX transformation at Mercedes-Benz USA and the book he wrote to chronicle the journey.

We cover:

• How Joseph's involvement with the project came about
• What it takes for a CX transformation to succeed
• How to get leaders across multiple organizations to believe and join the effort
• Much more

Pick up Joseph's book, Driven to Delight on Amazon or your favorite book store!

This episode is sponsored by Active Digital, where customer-obsessed companies go to become destination brands. Learn more at activedigital.com