Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad?

Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to:

  • Use a CX leadership role as a springboard into broader business leadership.
  • Read job descriptions, org charts, budgets, and KPIs to spot which organizations are serious about CX – and which are doing “CX by rebranding.”
  • Translate CX capabilities into transferable skills that HR, CFOs, and CEOs actually understand.
  • Navigate metrics obsession so CX measurement, surveys, and NPS support your career instead of trapping you in metrics myopia.
  • Stay credible on AI in CX without losing sight of the human experiences that still differentiate brands.

Tina also shares practical advice for day‑one CX leaders: how to listen, build allies, and anchor every conversation in business outcomes, not tools or jargon.