How To Gain Buy-In With The C-Suite
During our first season of CX Chats, we conducted in-depth interviews with 15 leading industry experts to hear their advice on gaining buy-in and partnering with the C-Suite. Here are the enlightening perspectives they shared.
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Kristi Faltorusso – CCO – ClientSuccess
Getting buy-in and support from the C-suite is crucial for any CX initiative. Kristi shared her strategy for gaining executive support. She emphasized the importance of articulating the “why” behind the proposed changes and ensuring that all leaders within the organization are excited about the direction being taken. Building partnerships with executives is essential to aligning the entire organization with the CX vision.
Watch Kristi Faltorusso’s entire interview
Andrew Carothers – Digital CX Leader – Cisco
Connecting across silos and building coalitions in large organizations can be a significant challenge. Andrew highlighted the importance of joint identification of problems and fostering collaboration between different teams. He explained that involving stakeholders and co-developing solutions based on customer feedback helps build buy-in and evangelizes the CX strategy across the organization. Ultimately, CX’s ability to report to the C-level has been shown to yield the most significant impact on customer outcomes.
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Jonathan Shroyer – Chief CX Officer – Arise
To gain buy-in from the C-suite, Jonathan recommends speaking their language. Tailor your message to resonate with their priorities. This might involve translating your CX initiatives into financial terms or showcasing how they can positively impact revenue, finance, or product development. Open, honest, and transparent communication is critical to building trust with the C-suite.
Watch Jonathan Shroyer’s entire interview
Simona Barcău – VP of Customer Success – Cority
For Simona and her team, gaining buy-in from the C-Suite hasn’t been a challenge, thanks to Cority’s inherent customer-first approach. With a leadership team united by the common principle of customer centricity, Cority ensures that everyone is aligned to prioritize the customer’s needs. The organization’s commitment to this value simplifies the process of obtaining support from the C-Suite.
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Lee Roquet – CEO – Finch
Addressing the challenge of obtaining buy-in for CX initiatives, Roquet emphasizes the need to align initiatives with revenue and profit goals. He encourages CX leaders to present solutions that contribute to the company’s overall success. Roquet believes that the CX can become the foundation for recurring revenue and long-term success by focusing on the customer and validating initiatives with feedback.
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Courtney Smith – Director of CS – Tyler Technologies
Gaining buy-in from the C-Suite requires aligning with their goals and presenting a compelling narrative backed by data.
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Lee Kemp – VP of CX – Veritiv
One of the key strategies Lee employs is customer interviews. By capturing firsthand accounts of customer experiences—both positive and negative—CX leaders can humanize the data and present compelling narratives that resonate with the C-Suite. This approach offers a direct link between CX efforts and real-world outcomes.
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Karyn Furstman – Principle – Customers Furst
Gaining buy-in from the C-suite can be a significant challenge for CX consultants. Karyn provides valuable insights into establishing partnerships and earning support from executive leadership. She emphasizes the importance of having a seat at the C-suite table and involving C-suite members in specific aspects of the customer journey. Karyn’s approach ensures that CX initiatives are aligned with the organization’s overall goals and that executive leaders are directly engaged in driving positive CX outcomes.
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Joel Sylvester – CCO – Five Star Call Centers
Joel emphasizes the importance of clear communication and aligned goals. He believes that success begins with defining your organization’s desired customer experience and then building processes and KPIs around it. For Joel, dashboards play a pivotal role in this process, as they provide a one-stop shop for leaders to access relevant information. He shares that simplifying reporting and presenting data in a digestible format resonates well with busy executives. Joel highlights the significance of customer feedback as a catalyst for improvement. By implementing best practices from various industries, like retail and financial services, he showcases how businesses can leverage customer insights to optimize their operations. Additionally, Joel underscores the role of real-time speech analytics and AI-driven technologies in tracking and improving customer interactions. In the face of changing landscapes, such as the pandemic, Joel points out the power of adaptability and innovation in delivering exceptional customer experiences. Looking to the future, he anticipates continued advancements in technology, allowing companies to provide personalized and efficient customer interactions while maintaining a keen focus on cost-effectiveness.
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Jason Farrell – CCO – Amplifi Labs
To gain buy-in from the C-Suite, Jason believes in showcasing how CX and CS initiatives contribute to the organization’s success. It is crucial to demonstrate the value of the customer-centric approach and align it with overall business objectives. Additionally, a culture that values and empowers its employees fosters credibility, trust, and engagement, which resonates with the C-Suite.
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Stacy Sherman – Founder & CEO – Doing CX Right
To gain buy-in from the C-suite, Stacy recommends speaking their language. Tailor your message to resonate with their priorities. This might involve translating your CX initiatives into financial terms or showcasing how they can positively impact revenue, finance, or product development. Open, honest, and transparent communication is critical to building trust with the C-suite.
Watch Stacy Sherman’s entire interview
Laurie Barlev – Founder – Barlev Success
To get the C-Suite on board, Laurie emphasizes the importance of backing requests with data and building trust through delivering on promises. She advocates for transparency with the executives, looping them in on significant customer-related issues.
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Damien Howley – CCO – Nimbello
Damien believes in demonstrating the value of customer success through data-driven insights. He focuses on educating the executive team on appropriate metrics and their significance in the context of the entire company’s performance. Establishing a customer culture within the organization and sharing customer stories helps create a deeper understanding of the customer’s impact on the company’s success.
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Gina Patel – VP of CS – Sensor Tower
Gaining buy-in from the C-suite involves showcasing tangible results. Impressive GRR numbers, upsell opportunities, and positive health scores contribute to building credibility. Success stories, especially those shared by customers willing to evangelize our product, become powerful tools for winning support and investment from the C-suite.
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Michelle Spaul – CX Consultant – Delta Swan
Gaining buy-in from the C-suite requires a tailored approach. Michelle emphasizes the importance of understanding C-suite stakeholders’ objectives and presenting how CX initiatives can directly contribute to achieving those goals. By setting clear targets, KPIs, and engaging in activities that directly improve customer experience, CX professionals can secure top-level support and drive impactful change.
Watch Michelle Spaul’s entire interview
