Case Study: Daimler Trucks North America transforms customer experience with Ziba

Daimler Trucks North America trains 2020 CX experts with Ziba

Ziba worked with Daimler Trucks North America (DTNA), a leading heavy-duty truck manufacturer, which faced the challenge of moving beyond digital tools to achieve an organization-wide transformation. DTNA sought to shift its engineering-led culture to place customer experience at the center of its process, training employees to provide and innovate world-class CX.

The solution implemented by Ziba included an extensive CX optimization phase and an immersive activation program. This involved creating and facilitating DTNA's first CX Day with customers, developing a comprehensive CX curriculum, and providing 34 customized tools and templates. As a result, Ziba helped train over 2,020 employees as CX experts ahead of schedule, established new CX leadership roles, and improved customer satisfaction scores yearly, leading to new innovative features and offerings.

Daimler Trucks North America