The Four Keys to Leading CX Change (with Patty Soltis)
Lack of trust is a silent killer of real change.
Patty Soltis, CCXP, joined me again to talk about the roadblocks that derail customer experience efforts, and the four keys that help change agents overcome them.
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Originally aired February 8, 2024 as Episode 70 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The roadblocks that impede and often derail CX efforts
How lack of trust quietly kills change
Why some stakeholders resist your recommendations
The four keys: earning trust, becoming a guide, building your CX roadmap, and proving the value
Become a guide
These four keys are at the heart of how I think about leading change without formal authority. The goal isn't to be the hero. It's to be the trusted guide who helps others succeed.
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About the guest
At the time of this episode, Patty Soltis, CCXP, was a Senior Customer Experience Manager at Upwork. Her experience includes CX leadership roles at Moffitt Cancer Center, Neiman Marcus, and Lord and Taylor.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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