General Motors has announced the appointment of Alicia Boler-Davis to senior vice president, Global Quality and Global Customer Experience, expanding her customer experience role from a US position to oversee the rest of the world where GM does business.
GM said that the expansion of Boler-Davis’ responsibilities to include the global customer experience “continues GM’s efforts to transform itself into a customer-centric organisation committed to providing the best overall customer experience in the automotive industry”.
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In her new role, effective July 1, Boler-Davis reports to GM Chairman and CEO Dan Akerson. She will also be a member of GM’s Executive Operations Committee.
“Alicia Boler-Davis is a proven leader whose diverse experiences in manufacturing, product development and customer experience give her a unique insight into customer expectations,” said Akerson. “She will lead a companywide, global approach to infusing the voice of the customer into everything we do.”
GM said that it has several initiatives underway to improve the overall customer experience:
- Most substantial dealer renovation in GM’s history;
- GM call centers transformed into Customer Engagement Centers, staffed with expert advisors who are proactive and empowered to resolve most issues on the spot;
- Connected Customer Specialists located across the country to interact with dealers and customers on their needs and terms – Cadillac CUE, Chevy MyLink and Buick and GMC IntelliLink.
Before being named vice president, Global Quality and US Customer Experience, Boler-Davis was plant manager of the Orion Assembly and Pontiac Stamping plants in Michigan. Boler-Davis joined GM in 1994 and has served in various engineering and manufacturing leadership positions, including vehicle line director/vehicle chief engineer, small car; plant manager for Lansing’s Consolidated Operations and Arlington Assembly. She earned a bachelor’s degree in chemical engineering from Northwestern University and a master’s degree in engineering from Rensselaer Polytechnic Institute.
