Meetings are an investment of time and energy, and when they're not meaningful and productive, it's easy for teams to stop taking them seriously.
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources, and accountabilities that drive CX forward.
Running effective meetings that keep the team engaged, excited, and working together is the key to success.
In this video, we'll look at how to make your customer experience team & CX meetings more effective.
Highlights:
0:00 Welcome
3:10 Introduction
4:13 CX Teams and Cross-Functional Leadership
6:23 Overview: How to Run an Effective CX Team Meeting
8:15 Step 1: Start with a CX Charter
10:10 Step 2: Invite your team
12:27 Step 3: Create your agenda
14:26 Step 4: Tell a story
17:19 Step 5: Remind the team of overall goals & established priorities
18:47 Step 6: Set priorities by looking back, checking in & forecasting
20:40 Step 7: Wrap Up
21:39 Recap: How to Run an Effective CX Team Meeting
23:20 CX Meetings should be about action.
25:06 Q&A: Does company culture affect how CX meetings should be run?
26:29 Q&A: How frequent and long should CX meetings be?
29:45 Q&A: Should CX meetings be in-person or via video-conferencing?
31:42 Q&A: How can we protect our colleagues while sharing customer stories?
36:12 Q&A: How can we convince leaders that CX is an essential part of the business?
40:58 Wrapping Up
Resources Mentioned:
👉 Get a year of free Customer Experience Resources -- YearofCX.com
👉 Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook
👉 Download the free CX Mission Statement Workbook for -- bit.ly/cx-mission-workbook
👉 Download the free CX Charter Guidebook -- bit.ly/cxcharter
👉 Try the Customer Lifetime Value & Key Metrics Calculator -- bit.ly/clvmetrics
