Breaking Silos: How CX-Driven Leadership Transforms Business Outcomes

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!

About the Guest

Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.

Relevant Links

https://ClearAction.com

https://LinkedIn.com/in/lynnhunsaker

https://Twitter.com/clearaction

The Top 3 Key Learnings

1. CX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.
2. Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.
3. Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.

Chapters

00:00 Introduction and Guest Presentation

03:05 Values Driving Lynn's Professional Life

04:16 Breaking Silos in CX Initiatives

06:27 Strategies for Cross-Departmental Collaboration

08:10 Increasing Motivation and Nurturing Collaboration

11:29 Building Universality in Projects

14:58 Tying CX to Business Key Performance Indicators

18:20 Counseling and Support for Employees

23:11 Organizational Learning and Debriefing

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