DLL
solutions and a seamless experience around the world ,” says Daniela Weitmann , Head of Digital Transformation at DLL . She continues , “ That global scale is one of the key differentiators for our success today . It ' s a particularly critical advantage as we fuel our digital transformation .
“ There are some things that we are focusing on in our digital transformation . The first one is we are creating products that are informed by what our customers want and need . This is critical . Our second area of focus is to move away from letting technology dictate what type of experience we provide to our customers . Rather , we are putting the customer at the centre of everything we do and allowing their input to influence and shape our digital solutions .
“ We know that our customers want a premium , consistent , and seamless experience . We know that our customers want self-service and through multiple channels , such as mobile chat , email , phone and more . Therefore , we are leveraging the knowledge and experience that we have to deliver amazing customer experiences at a global scale .”
Rafe further explains the imperativeness of understanding customer needs . “ Part of our value proposition is this concept of co-creation and the idea of authenticity . We don ' t have all the answers , but we have a willingness to find answers . When we talk about
1969
Year founded
4,500 + Number of employees
TITLE : GLOBAL HEAD OF CRM INDUSTRY : FINANCIAL SERVICES LOCATION : CANADA
“ My role is to bring forward our CRM platform and customer management journey across each of our countries and global business units , including marketing sales , service and analytics .
“ I had a great mentor in my last role at a tech company who helped us to understand how to dive deep into an organisation and understand the real issues and be able to solve problems , enterprise-wide . The lessons that he taught us and his ability to do that helped shaped my thinking , my career and my leadership .”
“ For me , it ' s about persistence and flexibility . Persistence to get to that end goal and flexibility in terms of how you get there . And that means failures . It means trying again . It means experimentation . Having done a number of transformation type programs , it is a key theme across each of them that I ' ve experienced over the last 10 - 15 years of really bringing strategy forward and making it real and tangible for an organisation and for their people .”
EXECUTIVE BIO