General Motors (GM) has announced the appointment of Alicia Boler-Davis as the new U.S. Vice President of Customer Experience. Boler-Davis will spearhead initiatives to enhance customer satisfaction and loyalty, ensuring that GM's valued customers feel appreciated. Her role is effective immediately, and she will report directly to GM North America President Mark Reuss.
Paul Copses, the former U.S. Vice President of Customer Experience, has been promoted to lead the GM Customer Care and Aftersales Global SAP project. This initiative is crucial for GM's goal of delivering world-class customer service. The position of U.S. Vice President of Customer Experience, created just last year, now falls to Boler-Davis to fill.
Alicia Boler-Davis has been a part of the GM family since 1994, holding various leadership roles throughout her career. Before her new appointment, she served as a plant manager at an Assembly and Stamping facility in Michigan. Transitioning from managing a plant to overseeing an entire division will be a significant shift, but GM is confident in her capabilities.
Mark Reuss, GM North America President, praised Boler-Davis for her transformative leadership at Orion Assembly, particularly during the launch of the Buick Verano. "The breakthrough change that Alicia led as plant manager at Orion Assembly needs to be brought to our customer experience," Reuss stated. "What I admire about her is her candor with leaders and the strength of commitment she engenders among her team."
Customer experience is a critical focus for GM. According to a study by PwC, 73% of consumers say that customer experience is an important factor in their purchasing decisions (source). Boler-Davis' appointment underscores GM's commitment to enhancing customer satisfaction and loyalty.
Alicia Boler-Davis' extensive experience and proven leadership make her an excellent choice for GM's U.S. Vice President of Customer Experience. Her appointment is a strategic move to ensure that GM continues to prioritize and enhance customer satisfaction and loyalty.
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