The Fear That Haunts Every CX Professional
The Fear Is Real—But So Is the Solution. Here’s How to Make Sure Your CX Impact Gets Noticed.
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Every CX professional has felt it.
The nagging doubt that all your hard work might be going unnoticed.
You optimize digital journeys, advocate for frictionless service, and analyze endless data.
Leadership barely notices.
Sound familiar?
It's pretty deflating when leadership doesn't seem to notice, right?
You start wondering if anyone would even miss all this work if it disappeared tomorrow.
The worst part?
Your initiatives ARE working - they're making a real difference - but somehow other teams get the high-fives.
Your work matters, but no one sees it.
The hard truth?
Great CX work is often invisible.
Kind of ironic, right?
The better you make things run, the less people think about them.
But that's exactly why we need to change how we tell our story.
That’s why so many CX professionals struggle with visibility—not because they aren’t making an impact, but because they aren’t showing their impact.
But here’s the thing:
Your work does make a difference.
Those self-service options you rolled out? They're quietly dropping call volumes.
That checkout flow you fixed? Cart abandonment is down.
The proactive outreach program? It's keeping customers around longer.
These are wins, but if you’re not showcasing them, they might as well not exist.
When I started leading CX teams, I was convinced that if I did great work, the results would speak for themselves.
But they didn’t.
Execs cared about revenue, cost savings, and efficiency—not the nuanced improvements I saw happening behind the scenes.
I once spent six months optimizing a key digital touchpoint, only to hear leadership say they had ‘no visibility’ into CX success.
That was my wake-up call.
This isn’t just frustrating—it’s dangerous.
CX leaders who fail to prove their value risk losing influence, budget, and even their roles.
So, I shifted my approach. I stopped expecting recognition and started creating my own momentum.
That’s why creating a quick impact report is a game-changer.
Because when you don’t show your impact, you let the fear win. When you do, you turn fear into influence.
What’s an Impact Report & Why It Matters
An Impact Report is basically your CX highlight reel.
It’s a quick, straightforward way to show the real difference your work is making.
Think of it as your "before-and-after" snapshot—translating all those behind-the-scenes improvements into something executives can actually see and understand.
Why It’s a Game-Changer:
Makes CX Impossible to Ignore: Leaders finally see the dollars, efficiency, and customer wins.
Gets You Noticed: It’s proof of your awesome work, giving your team the credit it deserves.
Drives Bigger Buy-In: When you show results, you get more support (and budget) for future projects.
Connects Teams: When others see your impact, collaboration becomes easier.
Keeps CX Focused on What Matters: Ensures efforts stay measurable instead of just "nice ideas."
I Studied the Most Influential CX Leaders. Here's What No One Talks About.
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How to Build an Impact Report That Stands Out
A well-crafted Impact Report isn’t just a list of numbers—it’s a compelling story that paints a picture of how CX efforts drive real business results.
Here’s how to create one that gets noticed:
Step 1: Identify a CX Win That Matters
Don’t try to document everything—pick one specific initiative that made a measurable difference.
Find a recent CX tweak or project that made a difference.
Examples: Call deflection from better self-service, higher NPS from faster support, more retention from proactive outreach, reduced onboarding time, improved checkout experience, or personalized support responses.
AI Prompt: "Analyze my recent CX initiatives and identify the one with the most measurable impact."
Step 2: Gather Data That Proves the Impact
Numbers tell a story, but only if they’re framed correctly. Compare key metrics from before and after your initiative.
Before vs. After Data: Show the change clearly.
Business Impact: How did it affect revenue, efficiency, or satisfaction?
Customer Feedback: Any testimonials, survey quotes, or social proof?
AI Prompt: "Take this dataset [insert data] and generate a before-and-after comparison that highlights improvements."
Step 3: Frame It as a Story, Not Just Data
Use the ABDCE storytelling framework to make your impact clear and engaging.(Action, Background, Development, Climax, Ending):
Action: What problem did you tackle?
Background: Why did it matter?
Development: What did you do?
Climax: What happened as a result?
Ending: What’s next?
AI Prompt: "Turn this CX impact data into a short, compelling case study using the ABDCE framework."
Step 4: Create a Report That Pops
A single-page, visually engaging report is more effective than a dense document. Use charts, graphics, and key highlights.
Keep it one page for easy digestion.
Add charts, before/after numbers, and visuals to drive the point home.
The Problem: What issue did you tackle?
The Solution: What did you change?
The Impact: What measurable results did you achieve?
What’s Next: How can this insight drive future decisions?
AI Prompt: "Design a one-page CX Impact Report template with key insights, visuals, and data comparisons."
Step 5: Get It in Front of the Right People
Don’t let your report collect dust—circulate it where it matters.
Present it to leadership to reinforce CX’s strategic role.
Share insights cross-functionally to gain allies.
Post a short version on LinkedIn to build industry credibility.
AI Prompt: "Write a LinkedIn post summarizing my CX impact report in an engaging and shareable way."
What not to do in a CX Impact Report
Overloading with Data: Too many numbers without context can be overwhelming.
Lack of Storytelling: Data without a narrative doesn’t stick.
Ignoring Business Metrics: Tie your CX improvements to revenue, efficiency, or retention.
Not Sharing Widely: If leadership and other teams don’t see your report, it loses its power.
By avoiding these pitfalls, your Impact Report will actually move the needle.
What do you think about this approach? I'd love to hear how you're handling this in your organization.
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!
Very good advice in here - I can relate!