VoC Myth Busting with Ian Golding
Ep 8: ‘Need senior buy in to make CX change’

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In this eighth episode of the VoC Myth Busting series, Darren Wake puts a common belief to Ian Golding: “I need senior and exec level buy in to make significant changes in CX, otherwise I can’t make anything happen.”

Ian explains why this is not a myth, what happens when leadership support is missing, and how CX professionals can influence the top table by balancing passion with facts and impact.

Here’s what we cover:

• Why CX needs leadership support to be sustainable
• The challenge of starting change from the bottom up
• Why facts and impact must come before passion when influencing senior leaders
• How to get leadership to stay engaged for the long term

If you work in customer experience, service design or operations and want to secure stronger leadership support for your CX strategy, this episode is packed with ideas to help you build influence and get results.