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 Guest

With 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 Links

https://www.linkedin.com/in/pattysoltis

The Top 3 Key Learnings

Align 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.

Chapters

00:00 Introduction and Guest Presentation

03:13 Aligning CX Initiatives with C-Suite Priorities

07:15 Challenges of Aligning CX with Company Strategy

08:44 Effective Methods for Aligning CX with C-Suite Expectations

12:00 Leveraging Data and Storytelling in CX

16:52 Empathy and Influence in CX Leadership

18:42 Overcoming Barriers in CX and Proving Value

22:35 Future of CX and Technology

24:04 Conclusion and Contact Information

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