Ford Customer Experience To Be Improved By The Newly Appointed CXO, Elena Ford

Established in 1903 by Henry Ford, Ford Motor Company became an empire over its 115 years of activity. The American multinational with its headquarters in Dearborn, Michigan went public back in 1956, and is one of the biggest as well as one of the most profitable companies in the world. In addition, for more than 100 years it has been in continuous family control, being one of the largest companies in the world to be family-controlled. In 2008, the company produced 5.532 million automobiles, and in 2017 it had global revenues of $156.7 billion – showing that it continues to be successful in the 21st century.

When it comes to the Ford customer experience, the company followed the model of other big brands such as Delta Airlines, Apple, and Amazon, naming a top executive whose role is to eliminate problems regarding customer service. Ford Motor Company appointed Elena Ford as the Chief Customer Experience Officer, who worked with the Chief Executive Officer of Ford, Jim Hackett and the Executive Chairman of the Board, Bill Ford in order to design a plan which can improve customer engagement.

Elena Ford is the great-great granddaughter of Henry Ford, and the daughter of Charlotte Ford, an heiress to the Ford Motor Co. fortune. She has been with the company for more than 24 years, dedicating her long career towards understanding what drives customer’ perception. She joined the operations in January of 1995, and is the first female Ford family member to have a significant position in the company. She is leading the transformation of online as well as offline interaction between Ford, customers, and dealers into world-class experiences.

Prior to her new role, Elena Ford worked as the Vice President of Global Dealer and Customer Experience, and the Director of Global Marketing, Sales and Service Operations, among other roles. In order to train for her new position as Chief Customer Experience Officer, she spent time in Dallas and Beijing, where she studied customer behavior as well as corporate strategies in order to identify the problems which are plaguing customers.

Elena Ford stated that this is a global effort, the improvement of the Ford customer experience being done in Europe, Brazil, Chine, and throughout the Untied States. Ford’s President of Global Operations, Joe Hinrichs stated that Elena Ford is the ideal leader who can take on the challenge of bringing the company to world-class levels when it comes to customer experience.

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Deirdre Baggot: Taking Bundled Payments to the Next Level

Deirdre Baggot has many years of experiences as a clinician and hospital executive. Due to her leadership in acute care episode, she became the pioneer of the bundled payments. She was responsible for ensuring that the bundled payments had continued growth. She is not only a successful entrepreneur but an author as well. Most of the topics she has written on is bundled payments, healthcare reform, and payment transformation. She has been featured on a number of media outlets, which include the morning edition of national public radio, planet money, and all things considered. Ms. Baggot has led the CMS bundled payments for acute care episode. In addition to that, she has worked at the University of Michigan health system and Northwestern Memorial Hospital. Find out more about Baggot at Resumonk

Deirdre Baggot has got recognition for her tremendous work in bundled payments; she gained national acclaim. She also got invited to be the keynote speaker for several medial conferences such as the American heart association, the American college of healthcare executives, innovation summit, bundled payment summit, healthcare financial management association and pay for performance summit.

She got the inspiration to start a business when her CEO asked her to join him into consulting. Starting a business requires patience and Baggot had to wait for three months for her business to be profitable. When staring she did not have any experience but did not quit; she had a capable team that enabled her to improve. She got her clients with the help of his CEO back then. Baggot has some books that inspired her are Resonate and Slideology. Deirdre Baggot is not all about work, and there are activities that she does when not working. She loves watching her kids compete in sports. Baggot also loves taking family trips to her hometown in St. Louis. She grew up in St. Louis, and her three sisters still live there.

Check out: https://chronicleweek.com/2018/10/deirdre-baggot-discusses-bundled-payments-2018/