糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; /** * QA-only. When the on-page switcher is drawn we keep every variant in * the DOM so it can toggle between them live and you can see that the * chrome never repaints. Gated by the same constant as the switcher, so * it is false everywhere the switcher is absent — including production. */ var QA_KEEP_ALL = false; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } /** Publish the decision and let the nav JS bind. */ function finish(active) { root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } function prune(active) { if (settled) return; settled = true; if (QA_KEEP_ALL) { finish(active); return; } /** * Only menu items carry data-nav-variant, so this can never touch * the shared chrome. CSS has already hidden the losers; removing * them keeps document.querySelector-based nav JS unambiguous. */ var list = document.querySelectorAll('#site-header [data-nav-variant]'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-nav-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } finish(active); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();
Ford Motor Company

Chad Rogers

Global CX Measurement Manager

He’s helping one of the world’s most complex customer ecosystems move beyond what it can measure to focus on what it really needs to solve.

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Watch the story.

1 min

“Seeing that aha moment, the trust and the willingness to learn, is what keeps me coming into work every day.”

— Chad Rogers

The challenge

Millions of signals.
One Ford experience.

The automotive model is inherently distributed. Sales, service, digital, contact centers, and independently operated dealerships all shape the customer journey. But to the customer, those distinctions don’t matter. Chad’s challenge was making customer intelligence useful across that ecosystem so every part of it could deliver on the same brand promise.

Chad Rogers — The challenge graphic
AI-Generated
The shift

Question the question.

When teams come to Chad asking for a new metric, measure, or view of the data, he rarely starts by building it. He asks why. What are you trying to solve? What will you do differently with the answer?

That willingness to push back has earned Chad something he’s especially proud of: trust. Teams don’t just come to him for a number. They work with him to uncover the real problem, find the right way to understand it, and turn what they learn into meaningful change.

Chad Rogers — The shift graphic
AI-Generated

“Before you ask the question, know what you’re going to do differently with the answer.”

— Chad Rogers

What changed

Let AI do the digging.

Chad had spent years helping teams get beyond a score to understand what was driving it. AI made that easier, cutting through manual analysis and surfacing potential root causes faster. He started in the contact center, where teams quickly saw the value. That early enthusiasm is now fueling expansion across sales, service, and more of the customer journey.

Chad Rogers — What changed graphic
AI-Generated
The impact

Less time proving.
More time improving.

One experience

Connected intelligence across sales, service, digital, contact center, and more.

Dealers bought in

Independent dealers have greater insight and a stronger role in improving the experience.

Analysis, accelerated

AI is surfacing root causes faster, freeing teams to focus on what to change.

AI momentum

Early enthusiasm in the contact center is fueling expansion across teams.

How the work evolved.

贵谤辞尘… 罢辞…
Signals scattered across the journey One connected view of the customer
Insight sitting in CX More teams owning what happens next
Starting with the metric Starting with the problem
Manually piecing together the “why” AI surfacing what’s driving it

Chad’s advice

  • Solve the problem, not the request.

    People will come to you with an idea of what they need. Don’t take the ask at face value. Understand the problem underneath it, then find the best way to solve it.

  • Be a sponge.

    Learn beyond your piece of the journey. Understand how the experience, technology, and data connect, what different teams need, and how your work affects what happens next.

  • Build for the people who have to use it.

    A solution only matters if people use it. Make it valuable in their world, whether you’re building for a contact center team, a digital leader, or an independent dealer.

Chad Rogers — advice graphic
AI-Generated

“Learn what your stakeholders do with the data, what they ask of it, and how that data flows. You need to understand the end-to-end journey.”

— Chad Rogers

Where to begin

Challenge the next ask.

When someone comes to you with a request, resist the urge to jump straight to the solution. Start with the problem they’re trying to solve and work backward from there.

  • Define the problem in plain language

  • Identify what they already know

  • Clarify what decision the new insight should inform

  • Build only what helps move that decision forward

Chad Rogers — where to begin graphic
AI-Generated

Continue exploring.

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