GM's Focus on Customer Experience Goes Global
Alicia Boler-Davis expands U.S. role to rest of world
DETROIT--une 26, 2013: General Motors today announced the appointment of Alicia Boler-Davis to senior vice president, Global Quality and Global Customer Experience, expanding her customer experience role from a U.S. position to oversee the rest of the world where GM does business.
The expansion of Boler-Davis’ responsibilities to include the global customer experience continues GM’s efforts to transform itself into a customer-centric organization committed to providing the best overall customer experience in the automotive industry.
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 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 U.S. 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.