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Identify And Activate Stakeholders To Accelerate CX Transformation

August 2nd, 2021
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributors:
Angelina Gennis , Martin Gill , Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

CXOs rely on matrixed teams, adjacent functions, and internal alignment to drive CX transformation. Those who informally become “chief influence officers” have the greatest likelihood of success. Buying group methodologies, which have their foundations in B2B customer acquisition, can be remarkably effective when activating internal influence in any organization. A chief experience officer at a technology firm told us, “A big part of my success is about following the CEO around and making him successful.” Since no one has the luxury to follow around every internal stakeholder, this report gives CX leaders a tool to prioritize which internal stakeholder personas warrant their time and attention.

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