Customer Centricity

Customer Centricity

Customer Centricity Global Network

Here is a note from Juan Romero, the network Executive Leader for customer centricity explaining the latest developments in the global core team:

“Dear Colleagues,

As you all know, one of our four global priorities is Customer Centricity, its core objective is to enhance our customers’ experience. This requires us to redesign our processes, change our behaviors and leverage digital technologies to create a more effective, easy and enjoyable interaction for our customers with CEMEX.

The Customer Centricity Global Network has been leading the transformation with three initiatives across our three main businesses:

Customer Centricity Foundations (Carlos Jacks)

Engrain the needs of the customer into the core CX work philosophy, including a monitoring scheme that measures the experience of our customers.

Customer Segmentation and Value Propositions (Andrés Jimenez)

Define a common segmentation language of our key segments throughout the company and create profitable value propositions that satisfy and exceed customer needs.

Sales Management (Ernesto Garza & Everardo Sanchez)

Professionalize our sales force, assuring productive day to day interactions with customers that enable the delivery of the appropriate value propositions.

Also as part of our Customer Centricity Network, I am excited to announce the full time appointment of Luis Miguel Cantu, a seasoned executive, to lead the Digital Commercial Model (DCM).  He will be responsible for the redesign of our customer journey across our three main businesses that can be substantially enhanced through the use of technology.

Additionally, I am responsible for Value before Volume Cement initiative (Ricardo Naya)

This allows us to capture value from the business relationship with our customers.”