⚡️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-driven aspects. What operational challenges or inefficiencies in current processes hinder your organization's ability to achieve goals or deliver optimal status?
• Financial Arguments: Address economic impacts and benefits. How is the current situation impacting financial performance, and what quantifiable data or evidence can you provide to demonstrate the financial implications of maintaining the status quo?