Experts of Experience Why Great Leaders Communicate Like Creators
Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.
In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.
Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.
We cover:
✅ How to make your CX strategy relatable and actionable
✅ The biggest communication gap between leadership and frontline teams
✅ How to communicate effectively with Gen Z employees
✅ Why podcasts and vodcasts are the future of internal engagement
✅ Why NPS and CSAT are outdated metrics — and what to measure instead
If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.
#InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork
Connect with Ben at:
Key Moments:
0:00 Who is Ben Phillips and what is CX Alive!
4:00 How to communicate effectively with Gen Z employees
9:44 How business communication is changing
12:50 How to tell better stories
22:00 Why you only have 8 seconds to capture attention
24:00 Why podcasts and vodcasts work so well for businesses
31:00 Is NPS still relevant in 2025?
34:44 What are the best metrics to track in CX?
37:59 Are customer surveys still relevant?
41:11 AI in CX: what’s hype vs. what’s real
48:24 How to build a team that understands the “why”
51:28 Three words that separate good content from great
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