DCX # 138 | How to Make Your CX Team Unstoppable
Your Work Is Too Important To Be Sidelined
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Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing?
A few years ago, I was presenting a customer experience (CX) initiative to senior leadership. I came armed with charts, NPS scores, and customer sentiment analysis.
Five minutes in, the CFO stopped me.
He looked straight at me and said, "Nice charts. But tell me—how does this make us more money next quarter?"
The room went silent.
That was the moment I realized: CX doesn’t sell itself.
You send reports, make recommendations, fight for budget—yet leadership doesn’t seem to be listening.
CX gets lip service but not real investment. You start wondering: Do they even care?
You’re not alone.
CX professionals everywhere face this struggle. The good news? It’s not usually about apathy. It’s about priorities.
And the even better news? You can make CX one of those priorities.
It’s Not That Leadership Doesn’t Care—They Care About Other Things More
Executives wake up thinking about growth, revenue, and market dominance. They go to bed thinking about cost control, operational efficiency, and shareholder value.
Notice what’s missing? CX.
Not because it’s unimportant but because they don’t see a direct connection between CX and their biggest concerns.
If CX isn't positioned as a lever for these outcomes, it gets sidelined.
Your job? Make CX impossible to ignore by translating it into their language.
That means shifting the conversation from experience scores to hard business outcomes—showing how CX fuels revenue, efficiency, and market share.
Want leadership to actually listen? Stop talking about CX. Start talking about growth, profit, and efficiency.
Here’s how.
Step 1: Speak Their Language (Not Just Yours)
You love talking about NPS, CSAT, and effort scores. But executives? They love talking about revenue, retention, and efficiency.
So, instead of saying, "We need to improve NPS by 10 points," say:
"If we increase NPS by 10 points, we’ll see a 3% boost in customer retention, reducing churn-driven revenue loss by $5M."
"By improving self-service options, we can reduce contact center costs by 15%, saving $2M annually while increasing CSAT."
See the difference? You’re not changing the work—you’re changing how you frame it.
Step 2: Connect CX to Key Business Metrics
Executives won’t suddenly start caring about CX metrics. But they will care if you show them how CX influences numbers they’re already tracking.
Make these connections crystal clear. If leadership sees CX as a revenue driver instead of just a cost center, you’ll have their attention.
Step 3: Prove the Value with a Quick Win
Leaders love results. They love them even more when they come fast.
Find a small, high-impact CX initiative that delivers measurable business results within 60 days. A few examples:
Reduce customer effort – If customers struggle with self-service, fixing a broken knowledge base or chatbot can boost resolution rates and cut down on expensive call center volume.
Improve first-contact resolution – Solve customer problems the first time, reducing repeat contacts and lowering operational costs.
Streamline the checkout process – If there’s friction in your digital experience, simplifying a key flow can instantly improve conversion rates and revenue.
Whatever it is, track the impact and present it in a way that speaks directly to leadership’s priorities.
When they see CX improvements translating into real numbers, they’ll start paying attention.
Step 4: Own the Conversation
Executives are busy. If you wait for them to come to you, you’ll be waiting forever.
Instead, be proactive:
Request a 30-minute meeting with leadership to present your CX business case. Frame it as a discussion on “How CX Can Drive Our Business Goals in 2024.” If you tie it to strategic objectives, you’ll get on the calendar.
Once in the room, focus on their concerns, not yours. Show them how CX makes their jobs easier, helps them hit revenue targets, and reduces costs. Keep it clear, direct, and outcome-driven.
Step 5: Keep CX in Front of Them—Always
Winning buy-in isn’t a one-time thing. You have to keep CX top of mind.
Share quick insights in leadership meetings – A one-minute CX update tied to business goals is more powerful than a 50-slide deck.
Bring the voice of the customer to the table – Use real customer stories (not just data) to make CX personal.
Celebrate CX wins as business wins – Frame every CX success as a victory for revenue, retention, or cost efficiency.
Leaders will care about CX when they see how much it affects what they already care about.
Make CX Impossible to Ignore
Your work in CX is too important to be sidelined.
But getting leadership to care isn’t about convincing them—it’s about showing them how CX fuels their biggest goals.
So, here’s your next move:
Prepare a presentation showing how CX initiatives drive key business metrics.
Get it in front of leadership.
Start the conversation that changes everything.
You have the data. You know the impact.
Now, it’s time to own the room.
Get in front of leadership—this week.
CX Playbook: 5 Days to Turn Leadership Buy-In Into a Habit
How to ensure CX becomes an undeniable driver of business success
You now understand what it takes to make CX a business priority. But understanding isn’t enough—you need a plan to execute. That’s where this playbook comes in.
This step-by-step guide will help you move from strategy to impact, ensuring CX becomes an undeniable driver of business success. With custom GenAI prompts, you’ll accelerate execution, drive consistency, and unlock data-driven insights.
Follow these actions to turn leadership buy-in from a hurdle into a habit—and make CX a lasting competitive advantage.
Day 1: Identify Your Quick Win
Choose a small but high-impact CX initiative that aligns with business goals. Ensure it delivers measurable results in 60 days.
GenAI Prompt
"Give me five CX initiatives that can be implemented in under 60 days and have a measurable impact on [retention/revenue/cost savings]. Prioritize ideas that require minimal resources but deliver high visibility results."
Day 2-3: Gather Your Data
Pull key CX metrics that tie to business outcomes (e.g., retention, cost savings, revenue impact). Find a compelling customer story that personalizes the data.
GenAI Prompts
For Metrics:
"Analyze our last [3/6/12] months of CX data and identify the most impactful trends that correlate with business outcomes (e.g., increased retention, reduced costs, revenue growth). Summarize the top three insights with supporting data points."
For Customer Story:
"Summarize a compelling customer success story that highlights how CX improvements led to measurable business impact. Make it concise, persuasive, and aligned with our leadership’s priorities."
Day 4-5: Prepare Your Pitch
Use a simple framework: Problem → CX Solution → Business Impact → Call to Action. Draft a concise, data-backed email request for a leadership meeting.
GenAI Prompts
For Structuring the Pitch:
"Write a persuasive business case using this format: 1) Problem statement, 2) CX solution, 3) Expected business impact (tie to revenue, cost, retention), 4) Call to action. Keep it executive-friendly (clear, concise, no jargon)."
For Leadership Meeting Request Email:
"Draft a short, high-impact email requesting a meeting with [Executive Name]. Clearly articulate why CX deserves attention, the expected business outcome, and propose a 30-minute discussion. Keep it under 150 words."
Next Week: Get in Front of Leadership
Schedule a 30-minute meeting with an executive sponsor. Present with clarity—no jargon, no fluff, just impact. Be ready to answer, "How does this make us more money next quarter?"
GenAI Prompts
For Presentation:
"Create a five-slide executive-friendly presentation that clearly communicates: 1) The CX challenge, 2) The proposed solution, 3) Business impact (measurable outcomes), 4) The investment needed (if any), 5) Next steps."
For Anticipating Leadership Questions:
"Generate five tough questions an executive might ask about this CX initiative, along with strong, data-backed responses."
If you are wondering where to start and how to move quickly, now you have your plan.
What Successful CX Leaders Do on Sundays
DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!
— Mark
www.marklevy.co
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In
Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Learn how to rally every department around customer obsession, click the button below to get started:
Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!