David Hudson
Executive with extensive global experience creating exceptional products and services across phone, digital, and social media platforms.
- Role
- Head of Customer Experience at Takeda
- Location
- Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About David Hudson
NPS measurement across relationship, transactional, digital, retail and product research. Sentiment analytics. Win/Loss research. Economics ($ value) of NPS. CX strategy & culture. Service and journey design, including Signature Experiences. Translate data into action. Closed loop. CX Governance. Brand Tracking.
Experience
Head of Customer Experience
Jan 2023 — Present · US
As the head of Customer Experience, I am responsible for shaping customer and employee experiences and empowering the workforce through tools, capabilities, and resources needed to drive simple, personalized and memorable customer experiences- Establish an inspiring CX vision and muti-year customer improvement strategy and act as the champion for the CX strategy across the organization- Redefine customer care in digital, phone and social media-based interactions leveraging AI/ChatGPT technologies to automate, personalize and optimize experiences- Create a roadmap for success that identifies and optimizes servicing challenges that are foundational, create “signature experiences” to differentiate the organization in the marketplace, and re-imagine key moments-that-matter to create delighters- Create and implement an exciting service delivery framework in partnership with the Disney Institute that enables consistent delivery of exceptional service each and every time and across a growing network- Leveraging the Qualtrics platform, implement a suite of research that informs decision-making and compels action: competitive benchmarking, transactional, ethnography, market share, brand and focus groups- Drive analytics from primary and secondary research programs to uncover unique, provocative insights. Partner across the organization to push the boundaries to identify insights that demand action- Lead customer experience organizational CX governance and drive measurable results, directly and indirectly, across the organization- Be the cultural change agent across all roles and locations to drive experience-centric thought processes into the DNA of everything the organization does.
Education
University of North Carolina
Master of Business Administration - MBA
Wake Forest University
Business
Skills
- Risk Management
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