Getting Other Leaders On Board with CX

Experience Action

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.

CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether that’s showing finance how retention boosts revenue or demonstrating to operations how journey improvements reduce costs.

Effective CX leaders also make abstract ideas tangible through tools like journey mapping, customer feedback videos, and direct quotes. These bring the customer experience to life, helping leaders understand how their decisions affect the customer. By inviting participation early, you turn resistance into collaboration.

Customer experience is a commitment, not a department. As your initiatives grow, position yourself as a bridge—helping others see how CX can align with their goals—and watch them adopt customer-focused projects on their own.

Curious about where to focus your CX leadership efforts? Visit cxicompass.com to answer 11 simple questions and receive personalized guidance on your next steps. Your journey to organizational alignment starts with understanding that change happens with people, not to them.

Resources Mentioned:
Experience Investigators Website -- https://experienceinvestigators.com
Ultimate Guide to Customer Journey Maps -- https://experienceinvestigators.com/ultimate-guide-to-customer-journey-maps/
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Take the CXI Compass™ assessment -- http://cxicompass.com

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Chapters

1. Introduction to Experience Action (00:00:00)

2. CX Leadership Challenge Question (00:00:43)

3. Start with Empathy for Leaders (00:01:42)

4. Make the Invisible Visible (00:05:45)

5. Invite, Don't Instruct (00:07:04)

6. Be a Bridge, Not a Bottleneck (00:08:53)

7. Closing and Resources (00:12:10)