Caroline Winwood Global Customer Experience and Transformation Expert, Dyson, Pepsi
Welcome to the next episode of the Impact Room, featuring Caroline Winwood - Global Director of Customer Experience who has a wealth of experience and achievements in many aspects of the customer journey; sales , customer service and repair, digital experience, ecommerce and product development in high growth and mature environments.
Caroline takes us through some of the customer centric transformations, helping us put together a framework that is effective in global, large organisations many of which might struggle with legacy systems and products, what are your key foundations for success in these environments?
Caroline has a broad career across covering most elements of the customer journey and offers tips for those of you who are developing your own Customer Service, Cusotmer Experience career.
Caroline has been responsible for growth, acquisition, loyalty and retention, as well as customer experience. Hear how she sees the battle for CX/CS and Cost, what does it take to have a customer centred business?
"Experience has to be by design—where customer outcomes and operational processes align. It's about empowering your teams and ensuring every decision adheres to core principles that guide the transformation journey."
Caroline’s unique approach integrates commercial outcomes with customer-centric strategies. She’s a passionate leader who believes in empowering teams and aligning transformation with business goals.
Join us as Caroline shares her insights on successful customer-centric transformation, where she highlights the importance of alignment, clear principles, and nurturing the process.
The Impact Room where exceptional, diverse wisdom is shared. Elevating Talent from Douglas Jackson. Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)