Skip to main content

Podcast 1 min read

How data and technology fuel the customer experience and global expansion with Rivian’s Diane Lye

The chief information officer for the electric vehicle innovator sat down with host Nicole Saunders to discuss the importance of finding meaning in your work and how empowering employees helps create better customer experiences.

By Mark Smith, Staff Writer

Last updated February 14, 2024

As chief information officer for electric vehicle manufacturer Rivian, Diane Lye has a front-row seat in the carbon-free transportation revolution. A veteran of companies such as CapitalOne and Amazon, Lye has enjoyed a varied career as a demographer and statistician, among other roles.

In this episode of Conversations with Zendesk, Lye spoke about leadership lessons she’s learned over her career, why it’s so important to find meaning in your work, and the challenges Rivian faces as it expands globally while fine-tuning the customer experience.

“We have a lot of big ideas about how we want to improve our customer experiences across sales, servicing, and support,” Lye said. “We’re beginning to think about what is the next generation, what will the next step look like?”



Subscribe to Conversations with Zendesk

Stay up to date on the latest episodes on your favorite podcast platform such as Spotify, Apple, YouTube, and Stitcher, or return to the Zendesk blog for new episodes every two weeks.

As Lye and her fellow Rivian employees focus on improving the customer experience, they’re driven by a singular mission: to produce innovative, stylish vehicles that will help drivers move away from fossil fuels.

“If we destroy the Earth’s atmosphere, it’s forever,” Lye said. “We have to make sure that our planet is the place we can be forever. That’s the mission that drives 15,000 Rivians to work very hard every single day.”

Be sure to catch the next episode of Conversations with Zendesk on November 29, when Erika Tabacniks of LinkedIn talks about customer success management best practices, and more.

Related stories

Podcast
1 min read

AI and the next CX revolution—with Zendesk’s Adrian McDermott and Teresa Haun

Join Zendesk experts Adrian McDermott and Teresa Haun as they unpack the history of CX transformation and what that means for an AI-powered future.

Podcast
1 min read

Humanizing support at scale—with Talkspace’s Donna Haddigan

For Talkspace’s support team, empathy isn’t a nice to have, it’s a must for each and every customer interaction.

Article
1 min read

Top customer experience podcasts

Check out the top 35 customer experience podcasts for the latest trends, tips, and strategies in customer experience.

Podcast
1 min read

Building the experiences your customers actually want—with Bitly’s Brad Harris

Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.