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The CX Leader Podcast | A resource for customer experience leaders
The CX Conundrum of Changing Minds
Sep 3, 2024
In this insightful discussion, Pat Gibbons, SVP at Walker, and Megan Burns, a renowned customer experience expert and author, tackle the art of changing minds in the CX realm. They emphasize the necessity of blending data with compelling storytelling to effectively advocate for customer-centric strategies. The duo shares techniques on understanding audience dynamics, prioritizing key takeaways in presentations, and engaging stakeholders. Listeners will gain valuable insights into mastering persuasion and enhancing their communication prowess.
30:51
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Quick takeaways
- Effectively persuading stakeholders about customer experience requires a combination of relatable storytelling and compelling data to resonate emotionally and enhance understanding.
- To change perspectives in a business context, CX leaders must validate existing beliefs and sensitively introduce new insights that align with the audience's identity and concerns.
Deep dives
The Power of Data and Storytelling in Persuasion
Combining data and storytelling is crucial for effectively persuading stakeholders about the value of customer experience. Data alone can be insufficient; it needs to be contextualized with relatable stories that highlight the implications of the information presented. This dual approach not only delivers facts but also resonates emotionally with the audience, enhancing their understanding and engagement. Successful persuasion involves establishing credibility and employing the messenger's authority, as people are more likely to be swayed by someone they trust.
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Listen to the best highlights from the podcasts you love and dive into the full episode