Leadership Archives

Image showing business executives standing in an office to illustrate five stakeholder types.

5 Stakeholder Types CX Can’t Afford to Ignore

By Dave Seaton / November 2, 2023 / Customer Experience, Leadership

CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.

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CX is the Emotion Business: Why Emotional Intelligence is Crucial for Customer Experience Leaders

By Dave Seaton / March 7, 2023 / Customer Experience, Emotional Intelligence, Leadership

CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change.

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Talk to stakeholders without sounding like a junior con-artist: Behavior-based communication with DISC for CX Leaders

By Dave Seaton / January 31, 2023 / Customer Experience, Leadership

To have breakthrough conversations with CX stakeholders, adapt your communication to their preferred style—not your own. Use DISC personality types as a guide.

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Black and white image of 1930 style men and a classic car.

Why CX Leaders need Stakeholder Analysis to Get Buy-in

By Dave Seaton / January 18, 2023 / Customer Experience, Leadership

If you want to influence stakeholders to buy in and take action on CX, use Stakeholder Analysis to develop a deeper understanding of their values, goals, and motivations.

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