4 Steps to Help You Improve Your CX Strategy and Gain Internal Support

The Chief Customer Officer Human Duct Tape Show

Do you have support from your fellow colleagues and the C-Suite in managing your CX work? In today’s episode, I’m highlighting portions of two conversations that I had with guests during the height of the pandemic: Michael Kuenne, Chief Customer Officer at Extended Stay America, and Aparna Khurjekar, who at the time, was the CCO of Verizon Consumer, and is now, President of Verizon Business Markets.

Both of these leaders have unique experiences in terms of managing their organization’s customer experience in the B2C realm. Michael and Aparna had the support of the CEO in leading their CX transformations and both shared tactics that helped them build internal partnerships while navigating this work. In these conversations, I think you'll find useful questions to ask yourself and your colleagues, to help you all strategize in a way that puts the customer first.