Forget shiny tools. The real power in customer experience comes from simple, disciplined execution that customers actually feel: reliable delivery, fast issue resolution, and clear communication. We sit down with Lee Kemp, former VP of CX at Veritiv, to unpack how a military-forged mindset translates into practical CX leadership across supply chain, sales, IT, and finance. Lee explains why technology should only amplify a solid foundation, and how asking the right “obvious” questions can reframe stubborn assumptions without triggering defensiveness.
We walk through building metrics that matter, starting with familiar signals to align executives, then tying them to operational outcomes like on-time performance, order accuracy, first-contact resolution, and proactive updates. Lee shares a playbook for change management that avoids heroics: sponsor the right projects, let stakeholders own the wins, and keep the mission visible so teams see their role in the outcome. When resistance shows up, executive sponsorship becomes the accelerant, but staying power depends on delivering growth that leadership can see and trust.
ROI often trips teams up, so we break it down to credible indirect signals: reduced churn after onboarding fixes, higher repeat order rates with better communication, lower expedite costs from reliability gains, and faster cash through cleaner processes. Show your work, quantify trends, and be honest when something misses. That integrity builds influence for the next move. If you’re building CX in a complex B2B world—or trying to defend it to a skeptical CFO—this conversation offers practical steps to simplify, measure, and lead change that sticks. Subscribe, share with your team, and leave a review with your best “measure what matters” tip.