3 pitfalls of engaging leadership in CX transformation | EPS #21

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For timestamps see below.

Are you curious about the inner workings of Customer Experience (CX) transformation and the pitfalls that CX teams encounter when trying to engage leadership?

If so, you will definitely like this podcast!

We delve into the world of CX transformation and explore three major pitfalls that organizations stumble upon.

Here's a sneak peek into what you can expect:

Pitfall 1: Relying on Business Cases for Engagement

• Discover how some organizations mistakenly believe that a business case is the golden ticket to engaging leadership in CX transformation.
• Learn why it's no longer just about financial proof and why leaders may remain unconvinced by traditional business cases.
• Uncover the power of hard, steerable data in illustrating the true value of CX.

Pitfall 2: Overemphasis on Qualitative Research

• Explore the challenge of overemphasizing qualitative research in CX efforts.
• Understand the importance of striking a balance between qualitative and quantitative data to effectively engage leaders.
• Find out how tangible, data-driven insights can bridge the gap between CX teams and leadership.

Pitfall 3: Don't critisize everyone all the time

• Gain insights into the pitfall of failing to maintain a positive attitude when working with leaders.
• Learn why empathy and understanding are critical for building a more productive relationship.
• Explore a collaborative approach to CX integration that can lead to greater success and a harmonious partnership.

But that's not all! The podcast also offers a deep dive into the concept of "Empathy for Leaders," shedding light on the challenges faced by leaders in today's complex corporate landscape. 

Discover how showing empathy, understanding, and support for leaders can pave the way for more successful CX initiatives.

Tune in and gain valuable insights that can transform the way you approach CX initiatives and leadership engagement.

(01:54) Pitfall 1: Relying on Business Cases for Engagement
(07:28) Pitfall 2: Overemphasis on Qualitative Research
(11:05) Pitfall 3: Keep focusing on a positive attitude
(13:50) Empathy for leaders
(17:21) Next podcast with Sam Stern