6 Skills CX Professionals Need to Overcome Stakeholder Barriers

“The first step is recognising the point the business is at, identifying the stakeholders to influence, and understanding ‘the environment’ within which the business is operating. Business awareness is critical for diagnosing the approach one should take and the path needed to get there. When overcoming barriers, ‘think big and start small’, with proof being provided at the early stage of engagement. For example, starting with a discreet journey, single account, or location, and demonstrating tangible impacts. Overcoming the barriers put up by stakeholders is often a case of trial and error, with experience the greatest indicator of success (and with those who do succeed facing many challenges and setbacks in order to do…”