“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.
The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These leaders know that every team, every employee, every system and process plays a role in determining how customers experience a company.
Communication is such a cliché topic. We know what we need to do to be good communicators, right? Tailor our messages for different audiences, be clear and concise, don’t pollute messages with filler words or unnecessary information.
What makes an effective CX leader? What skills do they possess? What do they do differently? Based on input we’ve gathered and Walker’s own experience, we’ve developed an inventory of key skills. One of those skills is knowledge.