Value can be defined in various ways when analyzing organizational programs and initiatives. But make no mistake when it comes to assessing customer experience (CX) efforts – value is the ability to impact the bottom line in a tangible way.
Category: Storytelling
Insights Discovery: Your Gateway to CX Storytelling
Insights Discovery is a critical component of the Experience Management (XM) process. Proper pre-planning, execution of the analysis (Insights Discovery), and distribution of the results will help produce actionable outcomes.
CX Storytelling: Transforming Thought and Action
Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way they think and the way they act?
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?
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.
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:
