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CX isn’t for the weak of heart

Published 3 months ago • 1 min read

Sometimes you have to prove the value... before anyone asks you to

There’s a certain grit required to thrive in customer experience. It’s not a function where you wait politely for permission. It’s not about carefully guarding your lane until leadership hands you authority. CX rewards those willing to take risks... to act before being asked... to prove the value and let the recognition follow.

That truth came alive in my conversation with Mike Kendall. He reminded me that CX can be a career where you’ll either make a mark or burn out quickly...

“Yeah, you’ll get promoted, or you’ll get fired. This is not a job for the weak of heart.”

Mike’s point was clear. Waiting for someone else to define your role is a losing game. At Humana, he and a small team built a CX Innovation Lab even though it wasn’t in any official plan. Within six months, they had millions in funding and 80 people working in that function... all because they showed results in a way that mattered to senior leaders.

That’s the kind of bold action CX demands. Not reckless action... but deliberate moves that prove value before anyone asks you to. The budget, the support, the mandate... those usually come after.

Your Turn:​
Have you (or could you) stop waiting for permission... and start proving value instead?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

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What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with the brussels sprout resolve” with Mike Kendall in CX Passport Episode 231🎧

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