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What makes an effective leader in customer experience? On this special episode of The CX Leader Podcast and Live with CXPA, host Steve Walker leads a discussion with panelists Lauri Jones (Walker), Sandra Mathis (Microsoft) and Johnathan Ruchman (Brookdale Senior Living) on ten traits of effective CX leaders.
As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are certain traits and skills common to leaders. But what leadership traits are important specifically to customer experience professionals – what qualities of leadership should you prioritize? Host Steve Walker welcomes Lambert Walsh, senior vice president of customer success at DocuSign, the agreement cloud company, for a discussion on the traits of customer experience leaders.
Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.
An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.
As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.
Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.
CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.
Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.
Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.
Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going series on the 10 traits of effective CX leaders.
