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It can be difficult for CX leaders to gain senior management buy-in, so what are the key considerations to take when talking to your CEO?
Dr. Phil Klaus is a Professor of Customer Experience and Marketing Strategy. His award-winning research has appeared in a wide range of journals and he is a frequent keynote speaker at public and in-company seminars and conferences around the world.
He advices blue-chip companies on CX strategy and has written the best-selling book ‘Measuring Customer Experience - How to Develop and Execute the Most Profitable Customer Experience Strategies’.
In this article for CX Network he draws from his expertise to expose the often conflicting relationship between customer experience leaders and their CEOs – and what you should and shouldn’t do to gain senior management buy-in.