Why personal elements are key to your CX Story, your CX change narrative

In today's fast-paced, data-driven world, we often find ourselves relying on hard facts, figures, and metrics to tell our stories as leaders. After all, numbers don't lie, right? But here's the thing: while numbers might tell us what's happening, they rarely make us feel anything. And without that emotional connection, the impact of our message can fall flat.

As CX leaders, we're in the business of creating experiences that resonate deeply with customers - experiences that evoke emotion, build loyalty, and inspire action. But to do this effectively, we must first understand a fundamental truth: it's the personal elements that make our leadership, our strategies, and our presentations truly memorable and meaningful.

The power of YOU in your CX Story

Whether you're presenting a new CX strategy, rallying your team, or influencing key stakeholders, it's not just about what you're saying - it's about how you say it and how much of you is in it. Bringing personal stories, experiences, and insights into your message not only humanizes you but also helps create a deeper connection with your audience.

Here's why personal elements matter:
1. Building trust and connection
Trust is the cornerstone of any strong relationship, and it's no different in leadership. When you share personal experiences, challenges, and successes, you give your audience a glimpse into who you are as a person - not just as a leader. This openness builds credibility and trust. When people trust you, they are more likely to follow your lead, support your vision, and take action.
2. Creating emotional engagement
Facts and data alone rarely inspire action. Stories, on the other hand, trigger emotions - and emotions drive behavior. Sharing personal stories that resonate with your audience makes your message more compelling. It helps your audience not just understand but feel the importance of what you're saying. When people feel something, they're more likely to remember it and act on it.
3. Memorability and impact
According to research from Stanford, stories are up to 22 times more memorable than statistics. Think about it - how many presentations filled with data have you forgotten as soon as they ended? But a well-told story? That sticks with you. By weaving personal elements into your presentations and communications, you ensure that your message leaves a lasting impression.

From data to meaningful stories

Let me give you a personal example. When I first started leading CX at a major company, I was preparing for a crucial presentation to senior leadership. I had all the data points lined up - charts, graphs, performance metrics - you name it. But something was missing. I knew the presentation needed more heart to truly resonate.

So, I hired a speech coach who helped me find my authentic voice as a speaker. They taught me that while data is essential, it's the personal stories that bring those numbers to life. From that moment on, I began incorporating more of me into my CX presentations - my own experiences, struggles, and successes. And the result? My audience connected with my message on a deeper level, and I was able to inspire action in a way that cold, hard data alone never could.

How to incorporate personal elements into your CX leadership storytelling

So how do you bring more of you into your CX strategy and leadership? Here are a few tips to get you started:
1. Be authentic
Authenticity is key. Don't be afraid to share your personal journey - the good, the bad, and the lessons learned. Your vulnerability makes you relatable and human.
2. Share stories that resonate
Choose stories that align with your message and that your audience can connect with. Whether it's a customer experience that changed your perspective or a leadership challenge you overcame, make sure the story adds value to your point.
3. Connect the dots between personal and professional
Use your personal stories to illustrate larger business lessons or strategies. Show how your personal experiences shaped your approach to CX and how they can apply to your audience's challenges as well.
4. Make it about your audience
While your stories should reflect your personal journey, always keep your audience in mind. Ask yourself: What do they need to hear? How can your personal story help them grow and succeed?

The bottom line

Incorporating personal elements into your CX leadership is more than just adding a personal touch - it's about creating a connection. It's about inspiring your team, engaging your stakeholders, and making your message memorable. When you bring more of yourself into your leadership, you build trust, foster engagement, and drive meaningful action.
So next time you're preparing for a big presentation or working on your CX strategy, remember: facts tell, but stories - and the personal elements within them - sell.

Want to learn how to craft your own CX Story?

Join the CX Story Online Training and discover the secrets to impactful storytelling that puts YOU at the heart of your CX leadership. This comprehensive 6-week program will guide you through crafting a powerful CX narrative that inspires change and engages your organization.

Thank you for being part of this CX journey. Together, we'll create the ripple effect that drives outstanding customer experiences! Ready to get started? Sign up here and take the first step toward transforming your CX leadership.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.