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CX Passport

CX Leaders Are Playing This Role. Most Don’t Even Realize It

Published 3 months ago • 1 min read

This skill separates good CX leaders from great ones…

Customer experience isn’t just about metrics and feedback loops. Sometimes, it requires one of the world’s oldest professions.

No, not THAT one, you cheeky reader. 🫢

I’m talking about…

Diplomacy

Deanna Stearns explains it this way:

“I feel…like a diplomat, understanding each party's needs and each party's objectives that they have, and then trying to help craft a win-win situation out of that.”

This week on CX Passport, Deanna shares why great CX leaders act as negotiators, peacekeepers, and translators between customers and internal teams.

The best CX strategies aren’t dictated. They are brokered, ensuring that business goals and customer needs align.

Customers want to be heard. Businesses want to hit their goals. CX professionals are the ambassadors in the middle, navigating competing interests, brokering agreements, and ensuring both sides walk away with a deal that works.

Without them, departments become isolated nations, each pushing their own priorities without seeing the bigger picture. That doesn’t work well on the global stage…and it certainly doesn’t work well in the workplace.

The best CX professionals don’t just collect feedback. They are out there negotiating, mediating, and ensuring customer experience isn’t just a function but a force for business success.

Your Turn​
You’ve got them…what’s your favorite high stakes negotiation you’ve navigated in the customer experience world?

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

🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧

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