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Hi there, this is how you get in "The Room"

Published 3 months ago • 1 min read

CX doesn’t beg for a seat at the table... it earns it

Hi there

We talk a lot in customer experience about wanting “a seat at the table.”

But Kate Guenther didn’t wait around for an invitation. She brought results.

“I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.”

In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk, and innovation.

I’ve heard too many CX professionals say, “If only we had more visibility...”

Visibility isn’t given. It’s earned

Kate’s three examples aren’t soft wins. They’re executive priorities.

  • Fraud reduction impacts risk and trust
  • Product insights fuel innovation and roadmap clarity
  • Conversion growth speaks directly to revenue

If CX leaders want to be seen as strategic, they must report strategic outcomes. That means aligning with what matters in the boardroom... and making sure CX isn’t a department, but a results maker.

Now...“reporting” doesn’t mean spinning up another CX dashboard or colorful scorecard. It means surfacing real, cross-functional business impact...

  • Your insight reduced fraud by 12%
  • Customer feedback reshaped a feature that saved the product team 6 months of work

That’s what gets remembered.

That’s what gets brought up in leadership meetings.

That's what shaped the next promotion discussion.

Kate doesn't just talk about CX in terms of customer happiness. She connects it to outcomes leaders already care about... and communicates it in their language.

That’s how she gets in the room.

Your Turn:​
When was the last time your CX work showed up in a business result the C-suite actually cared about?

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

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

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 Seat At The Table” with Kate Guenther in CX Passport Episode 225🎧

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