The CX Conundrum of Changing Minds
The CX Leader Podcast | A resource for customer experience leaders
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Persuasion through Data and Storytelling
This chapter explores the essential balance between data and storytelling in customer experience leadership, emphasizing that effective persuasion requires both factual information and relatable narratives. It highlights the psychological aspects of identity and cognitive dissonance, showcasing how perceptions can shape stakeholder engagement and decision-making. The discussion also delves into techniques for understanding the audience's mindset, validating beliefs, and enhancing the persuasiveness of messages.
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