Nate Brown, co-founder of CX Accelerator and named "CX Influencer of the Year," reveals why customer experience leaders are still struggling for strategic influence, even after 15 years of "customer-centric" messaging. Despite companies claiming to prioritize customers, most CX teams remain trapped in the "ticket taker" mentality instead of becoming strategic business drivers.
In this conversation, we uncover:
Why CX professionals suffer from "impostor syndrome" and how to break free from being the "foster dog" in organizations
The three critical upskilling opportunities every CX leader needs: Personal Guide, Knowledge Curator, and Community Co-creator
How Crate & Barrel transforms broken vase complaints into revenue-generating conversations
The real reason product teams and CX departments remain siloed (and how to fix it)
Why following legacy contact center metrics keeps you in the "cost center" box
The Jarvis vs. Pepper Potts framework for balancing AI automation with human connection
How to speak the language of executives: connecting great service to LTV, retention, and acquisition
Key insights:
"Give yourself permission to consider yourself one of the most strategic leaders in the company because you are"
Why CX is an outcome, not a function, and what that means for your career
The economic case for human-premium services in an AI-dominated world
How to show financial impact beyond NPS and CSAT scores
About Nate Brown:
Co-founder of CX Accelerator, author of The CX Primer, and recognized thought leader helping organizations transform customer experience from reactive support into proactive business strategy. CX Accelerator's mission: equip, encourage, and connect CX professionals at every career stage.
About XPERT GARAGE
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