When the Champion Leaves, How Can the Team Pick up the Pieces?
Update: 2024-10-24
Description
In this episode, Host Adam Dorrell spoke with Ragna Ghoreishi, a seasoned Vienna-based customer experience (CX) leader and owner of RagnaDigital, a boutique CX consultancy.
Ragna spoke candidly about her experience at a global IT organization working on a large B2B CX project when suddenly the project sponsor and champion left.
This is a situation Adam has seen in many companies. He asked Ragna to open up about how it affected her and how she salvaged the project.
Her tips:
- Don't focus on just one strong leading figure; build early on a network of strong advocates with closeness to the board. Carry it on the shoulders of multiple strong leaders
- Make it everybody's topic as part of the growth/revenue targets
- Ownership needs to be with the functions who can make an impact; make them accountable — you cannot improve CX from a CX team only. It is a business effort!
This episode is a great conversation that can help you plan a large project.
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