The Power of Leadership in Customer Experience: It's More Than Just Words on a Wall
When I think about leadership, especially in the world of customer experience (CX), I always come back to one truth: leaders in CX are the ones driving change. They’re not just managing the day-to-day—they're shaping the way companies interact with their customers, advocate for their teams, and ultimately build trust.
In my recent conversation on CX Passport, we dove deep into what it really means to lead in the CX space. These kinds of conversations are so important because CX leadership goes beyond what's typically acknowledged. It’s not just a “support function.” It’s a strategic role that touches every aspect of a company. And when CX leadership is done right, it’s transformational.
The Role of a CX Leader: Connecting All the Dots
One of the things I’m most passionate about is the impact that CX leaders can have on a company. CX leaders aren’t just advocates for their teams—they're advocates for the customer. And in doing so, they bridge the gap between frontline teams and the rest of the organization.
I’ve always believed that CX leaders are the connectors. They’re the ones who make sure every part of the company is working toward the same goal: delivering an exceptional customer experience. And that’s no small task. It’s about aligning marketing, sales, and product teams with the realities of what’s happening on the ground with customers.
I said it on the podcast, and I’ll say it again:
"A leader in a CX team is the one that’s driving the way we communicate with our customer. They are the advocates for the team who are then the advocates for the customer."
When CX is truly prioritized, when leaders are empowered to make decisions that reflect customer needs, that’s when the magic happens. You stop focusing on what’s written on the company’s values page and start living those values every day.
CX Leadership Is About More Than Metrics
A huge takeaway from our conversation on CX Passport was this: support leaders are not just responsible for KPIs. Yes, we all have metrics to hit, but true leadership is about empowerment and connection. When your team feels empowered, supported, and aligned with the company's values, they perform better, they’re more engaged, and, in turn, your customers feel the difference.
In my own journey, I’ve always tried to create environments where my team feels heard and valued. It’s not just about pushing them to meet numbers—it’s about equipping them with the tools they need to succeed. And that starts with leadership.
I’ve seen firsthand how great leaders—those who listen, support, and guide—can create cultures where people feel safe to innovate and try new things. It’s these leaders who inspire their teams to not just hit targets, but to go above and beyond for the customer.
"It’s not about how fast you close a ticket. It’s about how you make the customer feel, how you solve their problem, and how you ensure they don’t need to ask the same question again."
Moving From Words on a Wall to Real Action
One of the most important lessons I’ve learned in my career is that leadership isn't about words on a wall. It’s not enough to say you’re customer-centric or that you care about employee well-being. You have to back those words up with action.
I’ve worked in industries that span from biotech to travel, and across all those experiences, the Golden Rule has always been my North Star: treat people with kindness and respect. When you lead with empathy, you create stronger teams, and stronger teams create better customer experiences. It’s that simple.
As I shared on the podcast, I believe in reinventing the North American support experience. It’s not enough to just “do support.” We need to elevate it. Support teams should be seen as critical to the business, and the people on the frontlines should feel valued for the immense impact they have on a company’s success.
What’s Next?
As we move forward, I encourage you to think about what leadership means in your own organization. Are you creating spaces where your team feels empowered? Are you connecting the dots between departments to create a unified approach to customer experience? And, most importantly, are you living your company’s values, or are they just words on a wall?
This is the conversation I’m passionate about, and I hope you’ll join me in redefining what CX leadership can be.
Key Takeaways:
CX leaders are more than just managers—they’re the connectors who align the entire organization with the customer’s needs.
Leadership is about more than metrics. It’s about creating a culture where teams feel empowered to deliver exceptional service.
Values need to be lived, not just listed on a company’s website. When leadership is rooted in empathy and respect, it transforms the customer experience.
Great customer support isn't about quick fixes—it’s about long-term solutions that build trust and loyalty.
