From Victim-thinking to Victor-thinking

In customer experience (CX) leadership, the usual rhetoric often points fingers at senior leaders when change stalls. Many CX professionals are caught in a victim loop, thinking, “If only senior leaders would change, things would be better.” However, this mindset overlooks a crucial aspect of leadership – the ability to influence and inspire change, regardless of your position.

It is your job

As a CX leader, it’s easy to believe that senior leaders must embrace a culture prioritising customer needs and experiences. However, this perspective puts the onus of change on others, often leading to a standstill. The true challenge and solution lies in changing others and how you connect and communicate with these leaders.

The key lies in understanding the context in which senior leaders operate and tailoring your message to resonate within that context. It’s about stepping into their shoes, understanding their challenges, and framing the customer experience narrative to align with their objectives and concerns.

Why haven’t they changed yet?

When change seems to elude your grasp, pointing fingers and laying blame is tempting. However, as a CX leader, the more productive path is introspection. Ask yourself: Why haven’t these leaders changed? What barriers are they facing? Shifting the focus from blaming to understanding opens new avenues to facilitate change.

Leadership is not about waiting for others to act; it’s about taking the initiative. This means taking ownership of the situation and driving the change you want to see. Your leaders don’t just expect you to follow – they expect you to lead. By doing so, you can become a catalyst for transformation, influencing your leaders through your actions and insights.

As a CX leader, your task is not to wait for change but to be the change.