2019 Women in CX Interviews
CDK conducted deep dive interviews with women working in Customer Experience (CX) in dealerships to understand what they do in their CX role, how CX functions within their dealership, why they were attracted to this role and the benefits their dealership is seeing from having one or more dedicated CX roles. The qualitative research revealed that female CX Managers have become cross-functional resources, responsible for resolving customer problems, gathering and understanding customer data, personalizing experiences and making customers feel comfortable. CX roles vary by dealership CX maturity – from tactical and operational roles to leaders and strategic partners, illuminating a potential career trajectory for women. Women CX Managers attribute their success to leadership traits and behaviors often naturally associated with women in business, such as compassion, empathy and communication, including deep customer-listening.