I recently had the chance to sit down with Jim Moloney, the 2018 SOCAP Chair, to get his perspective on the evolving role of consumer care. For those of you who don't know him, Jim led a variety of work at GM, from marketing to consumer care. He always has a great point of view on 'big questions' and brings a very pragmatic, business outcome driven perspective to our industry.
What particularly struck me about what Jim shared was that his focus on developing people, process, and capability is an excellent framework to build long lasting changes to an organization. We are delighted to have him playing a leading role in our industry and an association that we have worked with for over 35 years!
I hope you enjoy our discussion, and if you want to talk more about the evoltion of our industry drop me a line firstname.lastname@example.org