The CX Influencer Tool

This tool gives customer experience (CX) leaders a structure for assessing and prioritizing internal stakeholders with whom they can partner to accelerate CX transformation. Although CX teams may be inclined to recruit to their cause those who are most enthusiastic or have a history of working with team members, they should instead base prioritization on specific quantitative factors and qualitative factors. This assessment results in the segmentation of stakeholders on a matrix of four types of influencers that help CX leaders prioritize those who are most likely to be productive partners in elevating CX efforts.