Linking CX initiatives to business results
Free CX Network Online Event | October 18, 2022

Kim Costello

Chief Marketing Officer Pendragon

Kim Costello is the Chief Marketing Officer at Pendragon PLC, one of the UK’s Leading Automotive Retailers. In her current role, Kim is responsible for leading the group’s Marketing teams to ensure a consistent delivery of Pendragon’s value proposition by planning, developing, monitoring and implementing strategies to create, sustain and manage profitable growth.

Kim has over 15 years of marketing experience, 7 of which were spent as Director of Marketing &; Corporate Communications at AutoNation, America’s largest automotive retailer. In addition to her role in marketing, Kim also spent considerable time in operations in order to gain a holistic understanding of the inner workings of automotive retail. Prior to her career in the Automotive Industry, Kim spent five years in professional sports, including time at The Miami Dolphins of the National Football League overseeing all strategic marketing, operational and creative initiatives for the business.

During the last ten years Kim has forged numerous partnerships, collaborations, agreements and sponsorships with organizations including Nike, NASCAR, IndyCar, Breast Cancer Research Foundation, Major League Baseball and the National Football League.

Kim spent her early career in Florida focusing on Customer Relations at Pulte Homes Inc. Pulte Homes has won more awards for customer satisfaction than any other large-scale homebuilder in the United States.

18th October 2022 (All times in BST)

2:00 PM How to Link CX Outcomes to Business Goals

  • Why it is sensible to link CX metrics to the likelihood of churn and provide an estimate of financial gains, taking acquisition costs and financial value of existing customers into account
  • Tracking how revenues, profitability and churn rates have evolved over time and in different stores and regions
  • Determining which actions have been particularly successful, to serve as best practice examples for the future
  • Setting new KPIs and CX benchmarks to reach for new heights and maximise ROI on new investments