CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes.
Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward customer‑focused change. They cover:
How the Three C’s of curiosity, courage, and communication show up in effective CX leadership.
Why CX leaders must translate customer experience (CX) into business language that resonates with CFOs and executive sponsors.
How leadership expectations shift from individual contributor to manager to executive.
Why storytelling, vision setting, and strategic alignment remain the most underdeveloped leadership skills on CX teams.
How mentorship, self‑assessment, and structured development accelerate a leader’s growth.
This episode is essential for anyone looking to elevate their leadership impact and build credibility with senior stakeholders.