“You can only build a successful customer experience program if you build the right alliances inside the business.”
That’s the perspective Rachel Lane, founder of CX as a Service, shared in episode #4 of the PROMISE podcast.
With a background in both entrepreneurship and CX leadership, Rachel has seen firsthand how CX efforts succeed—or fail—based on internal alignment. She believes CX leaders must actively build cross-functional support, focusing on pockets of pain that the business already cares about. This is key to turning CX from a ‘nice-to-have’ into a strategic priority that drives measurable impact.
In this episode, Rachel shares practical strategies from her work with brands across industries, from optimizing outsourced contact centers to acting as a fractional CXO. She explains how even small CX initiatives, when tied to clear business outcomes, can build momentum for larger transformational change.
Listen to this episode if you want to learn how to make CX an integral part of business success, rather than an isolated function. Rachel’s insights will help you navigate internal politics, demonstrate ROI, and create sustainable customer-centric change.
Tune in for powerful insights and real-world examples that will challenge the way you think about customer experience!