This session challenges a foundational gap in how customer experience is measured and communicated: the disconnect between CX metrics and the business outcomes executives actually prioritize. Jim Tincher reframes the role of CX measurement, arguing that unless CX can be tied directly to revenue, efficiency, or observable behavior change, it will continue to be deprioritized in executive decision making. The session opens with a candid reality: in the C suite, initiatives survive when they can be counted, converted, or tied to financial performance. Despite years of investment in metrics such as NPS and satisfaction scores, these indicators often fail to influence decisions because they do not clearly predict the outcomes executives care about—growth, cost reduction, and measurable shifts in customer behavior. This gap creates a persistent challenge for CX leaders trying to secure relevance and investment. Jim reframes customer experience not as a measurement discipline, but as a cross functional operational capability—one that must actively change how the organization works in order to drive profitable customer behavior. From this perspective, CX measurement becomes valuable only when it acts as a leading indicator, predicting what customers will do next (e.g., buy more, stay longer, reduce service demand), rather than simply reporting what has already happened. Drawing on conversations with senior executives across industries, the session highlights a critical shift: leaders are not asking for better scores—they are asking for better predictions and clearer connections to outcomes. Participants are encouraged to move beyond sentiment tracking toward building measurement systems that link operational drivers to behavioral outcomes and financial results. The session ultimately positions CX professionals as translators and operators—responsible for connecting experience data to business impact, embedding measurement into decision making, and ensuring CX influences how the organization runs. Without this shift, CX risks remaining a reporting function rather than becoming a driver of enterprise value. Key Takeaways • CX must be tied to measurable business outcomes or it will not influence executive decisions • Traditional metrics (e.g., NPS, satisfaction) are insufficient if they do not predict customer behavior • Executives prioritize growth, efficiency, and behavior change, not survey results • CX should be defined as a cross functional effort to change operations to drive profitable behavior • Leading indicators are more valuable than lagging indicators because they enable proactive decision making • CX professionals must translate insights into predictive signals and operational action • The future of CX measurement lies in connecting experience → behavior → financial impact
: A glass cliff role refers to high-risk roles created in times of crisis that inherently offer high visibility but often lack the platform for success. Research shows that women & other under-represented leaders are more likely to be appointed in times of crisis or under-performance and more harshly judged afterward, with fewer second-chance opportunities. AI and CX transformations often have exactly those attributes: high uncertainty, legacy debt, impatient boards, and public visibility. Despite this - Bain evidence says women can and do thrive when leadership behaviors and system design support them. Core Question: How can we create roles (or identify roles) that offer platform vs. a glass cliff?
In many organizations, CX momentum stalls when teams have data and dashboards…but no shared “north star” to guide decisions and priority tradeoffs. In this hands-on working session, we’ll build (or rebuild) a clear CX mission statement, align key stakeholders around it, and identify practical next steps to help the work stick beyond the conference.
One of the greatest challenges for CX professionals is securing executive buy-in and support. The CXPA US Regional Council explored this issue throughout 2025. What began as a healthy exchange about “what worked in my organization” evolved into the insight that there isn’t one C-Suite archetype to address – nor one set path to securing support for customer experience. Rather, the discussions unearthed a wide range of C-Suite perspectives about customer experience. These differences manifest in varying expectations and support for CX. The insight from the conversations was not a defined argument or set of data, but rather a realization that each CX professional must intentionally work to understand the unique perspectives of their key C-Suite stakeholders in order to develop a strategy to secure support that aligns CX with their perspectives and expectations. This toolkit includes two sets of resources addressing four critical C-Suite roles: Chief Executive Officer Chief Operating Officer Chief Sales Officer Chief Marketing Officer A personas is presented for each role. We hope that the presented personas help to accelerate your empathetic understanding of the myriad factors that make each role (and individual) unique. Chances are that you will relate to some of the elements depicted in the personas, while finding other elements very different from your personal experience. Worksheets are also provided for each role to help guide your consideration of these key CSuite leaders at your organization. We have intentionally kept the worksheets focused and brief, but hope that they serve as a useful tool to help you build actionable understanding that will increase your CX success. Please consider these resources as another tool in your CXPA toolkit. Further resources on stakeholder analysis and influencing the C-Suite are provided in the Effective Collaboration publication series and Building CX Credibility Through Quality Research: A Guide for CX Professionals. The CXPA website and online community are additional strong resources. A huge thank you to the entire 2025 CXPA US Regional Council for this work! Melanie Long, CCXP (Chair) Nick W. Griffin, CCXP Griffin, CCXP – Vice Chair Amanda Riffkin, CCXP Chad Ghastin, CCXP Christen Spirocostas Dean Holden George Bevensee, CCXP Jason Rankin Jennifer Wright, PhD, CCXP Karyn Furstman, CCX, CCXP, XMP Keith Parris, CCXP Kevin McEnery II, CCXP Lauren Feehrer, CCXP, Neil Barrie, CCXP, Patty Soltis, CCXP Stephanie Bidgood, MBA, CCXP, Stuart Gilchriest, CCXP, Toni Keller
