CX Storytelling: Context Can Make a Big Difference

Like most business professionals, customer experience leaders are commonly called upon to deliver presentations. When we’re preparing, we often think about what we want to say. However, sometimes it helps to take a step back and ask, “What is this really all about?” In other words, what type of presentation is this going to be and what are you really trying to achieve?

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Being a Catalyst for CX Change

None of us is in CX to track and trend metrics. Sure, we will all celebrate a significant increase in our customer loyalty or advocacy metric but that isn’t really our ultimate goal. As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer.

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CX storytelling: Eight criteria for profiling your audience

A fundamental element of good storytelling is knowing your audience. Too often we plan a presentation primarily based on what we want to say without really considering the perspective of the audience. Who are they? Are they familiar with the topic? Do they even want to be there? These are just a few criteria that should influence how we deliver a presentation.

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CX Storytelling – Bring the Right Attitude to Your Next Presentation

CX leaders typically deliver lots of presentations and how you show up makes a big difference. Without question, if you are fearful or anxious, it will limit your effectiveness in the way you present your material. However, this isn’t just about being confident. In fact, confidence can lead to the wrong attitude. Consider these two:

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Are you a CX Storyteller?

Is storytelling listed in your job description? Probably not. But maybe it should be. Storytelling makes an emotional connection that helps us better understand a situation or problem. CX professionals can use storytelling as one of their most effective tools.

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