CX Leaders Advance just wrapped up in Denver, Colorado. It was two days of learning focused on helping attendees become more effective and impactful CX Leaders. Here are a few of my favorite sessions and takeaways from the event:
Making CX Known and a Priority to the C-Suite and Boardroom: Erin Wallace, CCXP & Bryan Sander, CCXP:
During this session, Erin Wallace and Bryan Sander, CCXP, MBA highlighted the importance of an empathetic
approach towards CEOs in our CX strategy sales pitches. The idea of using an "empathy map" to step into a CEO's shoes was simply brilliant!
A Real Conversation about CEO Priorities: Joel Trammell
As a CEO, Joel noticed that sales teams were often the only ones discussing future projections with him through their forecasts. He explained that customer experience professionals must engage in forward-thinking discussions--not just explain to leadership what has already happened. This comprehensive approach ensures a well-rounded perspective on the organization's future and strategic direction.
Inflection Points: Expanding Your Leadership Influence to Drive Business Impact: Tabitha Dunn, CCXP & Megan Burns:
1. Engage actively with other executives to understand their objectives. This proactive approach helps in identifying any potential conflicts with your goals early on. Ensuring that your objectives align with those of your peers is essential for cohesive strategy implementation and effective collaboration.
2. Embrace opportunities to volunteer on projects outside the direct scope of customer experience. As a CX expert, you should not only propose projects but also aim to participate in them actively. Transitioning from mere participation to involvement in steering committees can elevate your influence and visibility within the organization.
3. Recognize our inherent nature as fixers. Our instinct in CX is to identify and resolve problems, which often leads us to focus primarily on what's broken. However, adopting a 'Bright Spot Analysis' shifts our perspective. Instead of starting with what's broken, this method encourages us to identify and analyze what is working well. Understanding successful elements allows us to replicate these successes across other areas. This positive approach not only boosts morale but also offers a more balanced view of our operations and strategies.
If you attended CX Leaders Advance, what was your favorite session?
#2024