Tag: leader

The Analytical Leader: Understanding Customer Experience Requires Thick Data

Posted on April 12, 2018 by Troy Powell - The Effective CX Leader

Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing opportunities… Read more »

Why you’ll never be a unicorn great at all 10 CX traits

Posted on April 10, 2018 - The Effective CX Leader

I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At a Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not a Read More

The business-savvy CX leader

Posted on April 3, 2018 - The Effective CX Leader

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to make or set in motion the plan to get things done.

Being a Catalyst for CX Change

Posted on March 27, 2018 - The Effective CX Leader

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.

The Analytical Leader: The Importance of Being Persuadable

Posted on March 6, 2018 by Troy Powell - The Effective CX Leader

One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence.

Do Me a Favor

Posted on February 26, 2018 by Sonya McAllister - The Effective CX Leader

“Do me a favor.” Keep that phrase in mind when thinking about how to get people to do what you want (without them even realizing it).That’s what being influential is all about – and that’s what so many CX leaders need.