5 Stakeholder Types CX Can’t Afford to Ignore
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?
Improve the agent experience using generative AI for the mundane, so humans can focus on what they’re best at—empathy and problem solving.
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change.
To have breakthrough conversations with CX stakeholders, adapt your communication to their preferred style—not your own. Use DISC personality types as a guide.
If you want to influence stakeholders to buy in and take action on CX, use Stakeholder Analysis to develop a deeper understanding of their values, goals, and motivations.
Apply the visualization techniques used by high performers to define your CX vision and make daily incremental progress towards success.
When presenting your CX program updates to the executive team, know your audience. Prepare tasty little CX snacks for everyone!