⚡️Lightning Talk Recap⚡️: Building a Compelling CXM Case for Change at the CXM@MSU Monthly Roundtable
🎙️ Speaker: Wayne Simmons, CCXP , Global Customer Experience Lead at Pfizer 📝 MAIN TAKEAWAYS: CEO-level Initiative: The CX initiative has top-tier backing, but CX teams carry out the mission. Customer Centricity: As noted by Peter Fader, embracing customer focus requires sweeping changes across an organization's strategy, structure, and culture. Building a Case for Change: A well-crafted argument emphasizes emotional, functional, and financial considerations. Ask yourself what the cost of not adapting or evolving is. 🔄 FRAMEWORK FOR CHANGE: Current State: Where are we today? Future State: Where must we go? Case for Change: What's at stake if we don't change? Barriers: What might stand in our way? Roadmap: How might we get there? 🎨 CASE FOR CHANGE ANATOMY: Emotional Arguments: Connect with core beliefs and values. What customer stories can illustrate the emotional impact of the customer experience? Functional Arguments: Focus on logistical and process-dr...
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