John DumoDirector of Customer Experience & Business Transformation
John is the Director of Customer Experience and Business Transformation at Softchoice, a leading North American IT solutions provider. John's career spans almost 20 years’ experience across IT, Operations and Strategy with a focus on customer experience and continuous improvement. Having established the CXO and now leading the CX practice at Softchoice, John's team is focused on leading large strategic improvement projects and driving cultural change to ensure that customer experience becomes a key differentiator. This has included, most recently, leading the business through a multi-year Customer First initiative that is transforming the way our internal teams are set up to better support and serve our customers. Over the years, John has also delivered a range of outcomes for Softchoice, its people and partners through such initiatives as implementing and owning Enterprise Feedback Management to delivering insights on improving customer sentiment to ideating and delivering a wide array of complex enterprise-wide transformational project. He is a service-minded, data-driven and customer-centric leader who utilizes his background in Lean, Six Sigma, Design Thinking, Change Management, CX and collaboration to deliver results. John is a CXPA member as well as a Lean Six Sigma Black Belt. Outside the office, John enjoys CrossFit, travelling, and volunteering for Softchoice Cares, Softchoice's employee-led philanthropic program.
Once company leaders have bought into customer experience, roadblocks can emerge in middle-management. What strategies can you leverage to enhance buy in and overcome implementation challenges on the ground?