In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders.

The conversation also delves into the elements of delivering world-class CX programs, building a web of data, understanding individual thinking processes, the book "Surrounded by Idiots," and the importance of agility, speed, and storytelling in CX. They emphasize the significance of understanding financial acumen, crafting a strong CX strategy, and rallying the organization for successful CX transformation.

The episode concludes with Nienke inviting listeners to share which elements they will work on and asking for recommendations on resources to become better CX leaders.

About Roxie Strohmenger CCXP (visit her LinkedIn profile here)

Roxie Strohmenger is an innovative CX Change Maker who believes great things don't happen in your comfort zone. She has a background as CX Consultant with Forrester and has had successful senior practitioner roles. She excels in leading CX transformations tied to operational metrics and financials. Her talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle. Roxie is known for being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences. She’s also known for identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience. She’s a servant leader who empowers professionals to realize their full potential. Besides that, she’s also a dynamic, passionate speaker who brings the customer to the foreground.

Timestamped overview

00:00 Upcoming event about mobility and leadership.

05:07 Inquisitive mind drives focus on customer experience.

09:20 Challenges in connecting CX to ROI explained.

12:08 Shareholders, structure, funding - important CX considerations.

15:16 Initial organizational listening tour for data access.

17:23 Hiring data-savvy team vital for CX success.

23:23 Agility and speed, plus understanding data's role.

26:34 Understanding P&L informs business decision making.

29:10 Government employees should manage and assess risks.

31:14 Explaining CX metrics and importance of storytelling

33:50 Scaling CX narrative through strategic and tactical methods.

38:23 Quick rise to keynote speaker affirmed vision.

41:01 Focus on immediate actions, avoid overwhelming tasks.

43:54 Focusing on what enhances the experience.

Roxie’s recommendation

The Delighted Customers Podcast with Mark Slatin