Amy Shore is EVP, Chief Customer Officer for Nationwide, a large financial services company based in the US. Nationwide is focused on personal and commercial insurance, investment and retirement products, and banking.

Amy's background is super interesting: leading Sales, Operations, and Product functions before taking on the Chief Customer Officer (CCO) role. I personally love to see someone with varied experience across an organization before taking on a CCO/CXO role; it gives them a deeper appreciation for the customer, the product, and sets the business up for greater success.

Amy and I cover a number of topics, including:

Her favorite CX metrics and how to connect it with Business metrics

Culture change and change management as part of her role

Influencing across Nationwide and achieving Office of the Customer goals and objectives

What differentiates success in the seat and how being a CCO is different from other roles

Advice for other female leaders who aspire to become a CCO in the future

Advice for allies and those who promote female leadership in CX

This was originally recorded and streamed live over LinkedIn and Twitter, but just recently turned into a podcast for those who may have missed the livestream.

An excellent show with a seasoned and respected leader!