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Why Your CX Message Isn't Landing
Your CX pitch lands with practitioners but dies with CEOs. Here's the messaging framework that fixes it.
IN THIS EPISODE
Why CX leaders keep pitching the wrong message to the wrong room — and how to diagnose it
How to talk to a CEO or COO about customer experience without mentioning customer experience
What product leaders actually need to hear before they'll prioritise CX on the roadmap
When to lead with technology — and why it's only right for one specific audience
The two most common messaging mistakes CX teams make and how to avoid them
CHAPTERS
00:00 Intro — Why CX storytelling breaks down
01:04 The real-world example: energy company, call volume, cost mandate
02:10 Three audience buckets: Out-of-CX, CX-adjacent, CX expert
03:29 How to pitch the out-of-CX crowd (CEOs, COOs)
05:00 How to pitch the middle layer (product, marketing, brand)
08:08 How to pitch CX practitioners — and when to lead with technology
09:49 The full messaging stack: outcomes, use case, technology
10:30 Two mistakes to avoid: stacking arguments and mixing audiences
12:12 Key takeaways — same work, three different messages
Follow Jochem on LinkedIn:
https://www.linkedin.com/in/jochemvanderveer/
CONNECT WITH US:Website: https://www.theydo.com/
LinkedIn: https://www.linkedin.com/company/theydo-journey-management/
#TheExperienceEdge #CustomerExperience #CXStrategy #CXLeadership #CustomerJourney #JourneyManagement #CXMessaging #CostToServe #VoiceOfCustomer #CustomerInsights
View all episodes
By Jochem van der VeerYour CX pitch lands with practitioners but dies with CEOs. Here's the messaging framework that fixes it.
IN THIS EPISODE
Why CX leaders keep pitching the wrong message to the wrong room — and how to diagnose it
How to talk to a CEO or COO about customer experience without mentioning customer experience
What product leaders actually need to hear before they'll prioritise CX on the roadmap
When to lead with technology — and why it's only right for one specific audience
The two most common messaging mistakes CX teams make and how to avoid them
CHAPTERS
00:00 Intro — Why CX storytelling breaks down
01:04 The real-world example: energy company, call volume, cost mandate
02:10 Three audience buckets: Out-of-CX, CX-adjacent, CX expert
03:29 How to pitch the out-of-CX crowd (CEOs, COOs)
05:00 How to pitch the middle layer (product, marketing, brand)
08:08 How to pitch CX practitioners — and when to lead with technology
09:49 The full messaging stack: outcomes, use case, technology
10:30 Two mistakes to avoid: stacking arguments and mixing audiences
12:12 Key takeaways — same work, three different messages
Follow Jochem on LinkedIn:
https://www.linkedin.com/in/jochemvanderveer/
CONNECT WITH US:Website: https://www.theydo.com/
LinkedIn: https://www.linkedin.com/company/theydo-journey-management/
#TheExperienceEdge #CustomerExperience #CXStrategy #CXLeadership #CustomerJourney #JourneyManagement #CXMessaging #CostToServe #VoiceOfCustomer #CustomerInsights