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Get to know U.S. Army Veteran and Dropbox’s Vice President of CX, Lewis Taylor, in CXPA’s latest member profile. Like the best military leaders, Taylor is an active mentor to ensure next-gen CX soldiers are guided into the leadership pipeline. Skim his field guide below:
- Be forever passionate about CX. Do you back-engineer and mentally “fix” your experience at every restaurant, dry cleaners, transaction? Lewis does, too. You have to love CX to live CX.
- Job interviewing is a two-way street. Know what you’re looking for and prepare your own questions, so you can ensure the organization fits you. Ask about budget, key metrics, expectations, autonomy, role support—i.e., scope the landscape.
- Request to continue the conversation with whom you’d work closest, if interview time runs out for your questions. They’re reluctant? Perhaps reconsider your target. “You might think my talents are perfect for your organization, but the talent come with a version” of yourself who may not fit culturally or may not be allowed to grow.
- Don’t get too narrow in your work. “What you want is a broad network where you can bounce things off folks,” Taylor says.
- Get active in the CXPA community. “That community is a good place for me to talk to other CX leaders,” says Taylor. “We get to bounce ideas and talk through different challenges. I get energized by that.”
- Read Who Moved My Cheese by Dr. Spencer Johnson. Repeat annually.
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Lewis Taylor
Vice President of CX
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