461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide

Many organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results.

Angelina Gennis speaks with Michelle Samuel, Chief Customer Officer at Nationwide, about building a customer-driven operating model inside a 100-year-old mutual company. Michelle shares how her first 90 days focused on listening, alignment, and capability assessment, and how those insights led to a simple but scalable CX framework: Listen. Act. Monitor. They cover:

How to move from customer-focused activity to customer-driven impact

How to prioritize journeys that create the greatest customer and business value

The role of associate empowerment in delivering exceptional customer experience (CX)

Lessons from scaling CX across both B2C and partner-led business models

How to connect CX measurement to loyalty, retention, and growth outcomes