The 4 Keys to Leading CX Change with Patty Soltis, CCXP

The Delighted Customers Podcast with Mark Slatin

Listen for some insights that provide a fresh perspective on how to overcome the challenges CX leaders face. We uncovered why being a trusted guide is more impactful than a heroic leader and how to prove your value through a winning CX roadmap. My guest, Patty Soltis, shared priceless insights on gaining influence, and I revealed my own journey of overcoming stakeholder resistance. If you're a CX leader looking to elevate your game, you'll hear useful tips and get a sneak peak at The Trusted Guide Roadmap™ Master Class. In this episode, Patty Soltis, CCXP and I explore:

• The roadblocks that impede and often derail customer experience efforts
• How lack of trust is a silent killer to real change
• Why some stakeholders may be resistant to your recommendations
• The 4 keys that help CX professionals and other change agents overcome common obstacles:
  • Earning Trust
  • Becoming a Guide
  • Building Your CX Roadmap
  • Proving the Value

Patty Soltis is a Senior Customer Experience Manager at Upwork, the world’s work marketplace that connects businesses with independent talent from across the globe. Patty's experience includes a CX leadership role at The Moffitt Cancer Center, Neiman Marcus, Lord and Taylor and more. Patty can be reached here: https://www.linkedin.com/in/pattysoltis/

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