The CX Cast 402: Develop Your CX Leadership
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Apr 29, 2025 James McQuivey, VP Research Director at Forrester and leadership expert, dives into the art of effective customer experience leadership. He highlights that true leadership goes beyond management, emphasizing the need for a clear vision and strong interpersonal relationships. Discover how visible actions significantly boost employee motivation and the power of shared purpose in driving team engagement. McQuivey also discusses the emotional rewards of nurturing team growth and the challenges leaders face in today's volatile environment, highlighting the importance of fostering trust and culture.
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Leadership Is Human-Centered Task Work
- Leadership is about encouraging humans to apply emotional and intellectual effort to a shared task.
- Leaders must define the task, paint a clear vision, and manage the human richness around it.
Actions Outweigh Words In Motivation
- Thoughts and words explain direction but account for only ~40% of motivation.
- Visible leader actions drive the remaining 60% and inspire team behaviour more than talk.
Praise Regularly And Specifically
- Give regular, specific praise to team members to increase pride and affiliation.
- Make recognition visible and timely rather than relying on gift cards or infrequent gestures.