How They’re Different, How They’re Related, and Why Each One Matters to Your Organization.

We recently spoke with Nicole McKenna, Senior Director of Product Management, about CCC’s CX1 program and how it’s helped her team hone its view into customer workflows and exact real change—on short notice—to enhance our customer experience.

We recently spoke with Gretchen Gasser-Ellis, Vice President, Enterprise Operations, about CCC’s Customer Experience First program, or “CX1” as it’s known here.

Building lasting customer relationships takes more than award-winning products and services. Understanding and addressing customer needs – especially when the business environment is challenging, changing and unpredictable – is fundamental.

At CCC, the Customer Experience First program, or CX1 as it’s known internally, was established by CEO Tracey Armstrong over a year ago to strengthen the customer experience.