Winning Leadership Buy-In: Aligning CX with Business Goals

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.About the GuestWith over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.Relevant Linkshttps://www.linkedin.com/in/pattysoltisThe Top 3 Key LearningsAlign CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.Chapters00:00 Introduction and Guest Presentation03:13 Aligning CX Initiatives with C-Suite Priorities07:15 Challenges of Aligning CX with Company Strategy08:44 Effective Methods for Aligning CX with C-Suite Expectations12:00 Leveraging Data and Storytelling in CX16:52 Empathy and Influence in CX Leadership18:42 Overcoming Barriers in CX and Proving Value22:35 Future of CX and Technology24:04 Conclusion and Contact InformationI hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKThank you for listening, and don't forget to share this episode with your network!

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose