#21: Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP

Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP What are the first steps in leading a customer experience practice in any organization?  Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies. Roxie co-architected the CX Index™ during her 13 years at Forrester Research. She is a CX thought leader and currently serves as the Board Treasurer on the CXPA. We get into the specifics of how to transform In this episode: What are the first steps after taking the lead on a CX discipline? What do you need to double down on? What’s the Daisy Chain Strategy to build trust with key stakeholders? How to avoid being labeled as a market researcher? We get into the specifics of how to transform a CX practice. This episode is full of deep insights. Meet Roxie Roxie is a Certified Customer Experience Professional (CCXP) and the Vice President of Customer Experience Strategy for UKG, a provider of HR, payroll, and workforce management solutions with more than 14,000 employees. Recently, Ultimate Software (Roxie’s original company) merged with Kronos to become UKG. Shortly after the merger, she was promoted to her current VP role. Roxie came to UKG from Forrester in 2018. There, she had led a customer experience practice centered around the CX Index, which she cocreated. It helped organizations diagnose their CX quality and identify how to improve their outcomes. This visibility into what drove other programs’ success helped Roxie bring in new practices that matured UKG’s program. Roxie’s very focused on using the data to diagnose the most efficient and effective way to target resources to improve the customer experience in a way that maximizes business impact. She was recognized with the CXPA’s CX Impact Award in 2020 and now is that organization’s Board Treasurer. She was also a finalist for the CX Leader of the Year in 2020. Reach her on LinkedIn: https://www.linkedin.com/in/rstrohmenger/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter